Bilingual Technical Helpdesk Analyst L1

Location: Onsite at the Niagara-on-the-Lake office, Canada. The role supports a 24/7/365 business environment and requires schedule flexibility.

Annual wage range: $40,000–$51,000 CAD, depending on knowledge, skills, and experience.

Company

Provides consumer lifestyle technologies and solutions across smart mobility, sustainable energy, immersive experiences, and integrated supply chain operations.

What you will do

• Provide bilingual technical support by telephone and email, resolving customer programming and operational issues.
• Guide customers on equipment operation and direct them to relevant online tools, manuals, or internal specialists.
• Consult with management, sales, and technical staff to resolve non-routine issues and escalate matters when required.
• Participate in team-based problem resolution initiatives and initiate callback protocols.
• Maintain accurate logs, related files, and current knowledge of products and services.
• Assist new agents with routine call-center procedures and suggest operational improvements.

Requirements

• A+ certification or equivalent experience in customer care and technical helpdesk support.
• Full bilingual proficiency in English and French.
• Advanced Microsoft Office skills, including Excel, Word, and Outlook.
• Routine problem-solving ability with some non-routine elements.
• Strong rapport-building and investigative communication skills for resolving customer issues.
• Legal eligibility to work in Canada at the time of application. Sponsorship for temporary work permits, visas, or permanent residency is not available.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage with a health spending account.
• Retirement pension and group retirement savings plans.
• Pregnancy leave top-up and education assistance or tuition reimbursement.
• Employee purchase, family assistance, and home and auto insurance programs.
• Paid time off for volunteer days and onsite events.