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