Technical Support Specialist (Bilingual)
Celebright is a fast growing, Ottawa based company that designs permanent holiday lighting systems. They are seeking a Technical Support Specialist to manage daily incoming support calls and emails, providing excellent customer service and technical support to dealers and end-users.
Responsibilities
- Provide friendly and accurate support while minimizing customer burden wherever possible via phone and email
- Effectively de-escalate situations with frustrated customers and dealers, aiming to ensure a positive and satisfying outcome
- Maintain comprehensive knowledge of the Celebright system, firmware, and functionalities
- Review and process RMA requests with the Fulfillment department
- Manage and maintain high-quality documentation and FAQs
- Collaborate with various teams to highlight system features and promote proper usage
- Collaborate with the design team on systemic technical issues
- Continually improve technical support processes and systems
- Duties to support the secondary skill set. (which will be based on successful applicant’s secondary skills and interests)
Skills
- Excellent Communication skills in both French and English
- Courteous and just generally nice to be around
- Quick thinker with the ability to provide accurate troubleshooting steps
- Capable of explaining complex technical concepts in simple, everyday language
- Meticulous attention to detail and adherence to organizational systems
- Strong problem-solving skills with the ability to identify patterns and root causes
- Excellent time management and organizational skills
- Able to work independently, both as a self-starter and when taking direction
- Willingness to learn and grow within the role
- Experience in customer facing roles
- Experience with technical products is an asset
- Experience with support ticketing systems is an asset
- Experience with electrical concepts is an asset
- Well versed in iOS and Android operating systems
- Skills and experience to support the secondary role. (which will be based on successful applicant's secondary skills and interests)
- Candidates with strong secondary skill sets are highly valued, as there will be opportunities to assist other departments during the slower season. Examples of attractive secondary skills include: Quality Assurance (QA) and testing
Benefits
- Health
- Dental
- Life Insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care
Company Overview