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Bilingual Support Engineer (Eng-Fr) (Toronto)

12 month contract Protected content


To provide customers with the highest quality support in the industry via telephone and electronic media. As a Support Professional, they will be required to collaborate with their peers to resolve customer issues and problems. The support Technician will also need to display initiative to help with overall team success and effectiveness. Additionally, Support Professionals are expected to submit articles/solution objects to the Knowledge Base and possibly make technical presentations within the department.

SUPPORT PROFESSIONAL Responsibilities and Capabilities:

• Deliver technical support via telephone and electronic media that generates high levels of customer satisfaction (During idle phone time, the SP will work on web cases or will perform research for on-going cases)
• Demonstrate customer focus and contribute to the organization’s Customer Satisfaction goal of 80% Vsat and less than 5% Vdissat
• Collaborate and consult with team on technical issues for a timely resolution
• Meet established service delivery guidelines such as Customer Satisfaction, Phone Based Activities, Days to Solution, Schedule adherence, Case Documentation and Case Wellness
• Follow team processes for service delivery
• Commit to continuous learning in an effort to keep current with industry changes (ie. Obtain MCDST certification)
• Deliver training for new product launches, or new hire training based on area of expertise (ie. Windows XP, Word, Excel, Games, etc)
• Become a Champ (expert and information disseminator) for at least one supported technology
• Recommend and develop process improvements; show initiative in contributing to the overall improvement and effectiveness of the DFT
• Review and write technical and or procedural articles/solution objects for Knowledge Base
• Confidently make moderately complex technical presentations to internal or external audiences


External: Customers.
Internal: Main contacts – Support Professionals (FTE’s and Vendors), Team Managers, Customer Advocate, Service Representatives, Technical Routers , Process and Training Coordinator, other GTSC/CPBA Support Professionals and Individual contributors

Qualifications: (VERY IMPORTANT)

• Broad exposure to technology in general, depth of knowledge in the Operating Systems (including IE/Security/PC Safety) and troubleshooting knowledge of the Applications (Outlook, Word, Excel, PowerPoint, etc)
• Good communication, problem-solving and interpersonal skills
• Minimum of 1 year work experience in IT field
• Bilingualism required (English and French, oral and written)
• Ability to work independently and in teams in high pressure situations (ie. new product launches)
• Ability to work rotating shifts, including evenings and weekends
Nice to Have:
• Completion of University/College degree/diploma
• MCDST certification

Desired Competencies:

• Customer Focus
• Listening, Understanding and Responding
• Teamwork
• Commitment to Continuous Learning
• Analytical Thinking
• Conceptual Thinking
• Composure
• Self-Confidence

Anyone interested and with the qualifications, feel free to email me your resume at Protected content In the subject of the email you can type the position + Internations