The primary role of the Technical Support Representative is to provide support in French and English for operating and troubleshooting Somfy products to our customers, end-users, and other professionals. This role will also support the local after sales process by evaluating and processing product returns.
- Technical support & internal product support by phone, email, and web case through Salesforce
- Provide step-by-step instructions to fix technological issues
- Access instruction manuals to help users utilize their software or hardware properly
- Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
- Handle customer complaints and provide appropriate solutions or alternatives within the set time limits and follow up to ensure resolution.
- Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
- Accurately gather and record customer information, issues, and solutions using Salesforce and other software
- Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
- Assist in identifying quality issues experienced by our customers and report them to the organization
- Record and Identify returned products and part numbers from in our information System (SAP)
- Manage the after sales returns from our Canadian market (motors / controls) by following the rules and the objectives of the department
- Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers in English and French
- Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
- Proven experience with problem solving skills to deliver highest level of service excellence
- Ability to work both independently and as part of a best-in-class team
- Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
- Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
- Ability to multi-task, prioritize and manage time effectively
- Strong phone skills and active listening
- Accept constructive criticism and customer feedback regarding their experience
- Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
- Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
- Experience with CRM systems and practices (Salesforce, SAP)
- Fluent in English and French
- Associate’s degree and/ or comparable experience in a technical support role, preferably in a call center environment
- Tech savvy (Android, IOS, Smart Home Technology)
- Proficiency in Windows and Office 365 suite
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9-hour standard business hours (including 1 hour lunch), Monday through Friday
- Competitive salary commensurate with experience.
- Full corporate benefits package
The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.
