Technical Support Specialist (Bilingual)

Celebright is a fast growing, Ottawa based company. We design permanent holiday lighting systems, which combine a custom lighting controller hardware with industry leading cloud based control. We’re a tight knit group of nice people, with a focus on creating quality products and delivering an excellent customer experience.

Position Overview:

We’re looking for a technical support person to join the team and help manage daily incoming support calls and emails. While working independently and as part of a team, you’ll provide excellent customer service and technical support to our dealers, end-users and our internal departments.

The volume of tech support fluctuates seasonally. Due to the seasonality of this role, 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. Please highlight any secondary skills you possess in your cover letter.

Hours:

• Mon-Fri: 9AM-5PM
• Occasionally asked to cover a 11AM-7PM shift during vacations.

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 and Qualifications:

• 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.
• Skills and experience to support the secondary role. (which will be based on successful applicant’s secondary skills and interests)

Education and Experience:

• 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.

Location:

• In-Office located at 30 Edgewater St, Kanata, ON
• Once fully trained, hybrid possible with 3 days in-office, 2 days from home.

Compensation

• $50k - $66k/yr base salary to be negotiated based on the successful applicant's skill set and experience.
• Bonus: Annual bonus based on a blend of individual performance and company performance.
• Benefits: Health, Dental, Life Insurance, On-site gym.
• * Please include a cover letter that outlines any secondary skills you have. **

Job Types: Full-time, Permanent

Pay: $50,000.00-$66,000.00 per year

Benefits

• Dental care
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Vision care

Language:

• French & English at Full Professional Proficiency (required)

Work Location: Hybrid remote in Kanata, ON K2L 1V8