Canadian French Bilingual Technical Support Specialist
OEC provides software solutions to those who work in the automotive parts and repair industry. Our solutions make it easier for automotive industry professionals to buy and sell parts, conduct repair research & planning, optimize estimates, improve the parts supply chain, and more. OEC partners with many of the world’s largest manufacturers, dealers and suppliers, shops and repairers, and service providers, giving our customers access to a comprehensive network and a streamlined workflow. Job Summary Provides technical assistance and customer support through phone and email. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources. To be eligible for this position, candidates must possess the bilingual ability to speak and write fluently in Canadian French and English as the customer base will be in the province of Quebec, Canada. Key Responsibilities 1. Serves as the first point of contact for Canadian French-speaking customers seeking technical assistance over the phone or email. Will handle roughly 30-35 calls per day. 2. Performs remote troubleshooting through diagnostic techniques and discovery questions. 3. Serves as a technical subject matter expert to internal and external customers. 4. Installs data uploading and integration tools through remote access of customers computer (EUT/Data pumps). 5. Walks customers through the technical problem-solving process. 6. Directs unresolved issues through the escalation process, including providing status updates to customers. 7. Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives Education Requires a high school diploma or GED (General Educational Development). Experience Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical support. Must also be able to demonstrate the following skills and abilities:
- Moderate experience with Microsoft Outlook and Excel.
- Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting).
- Effective communication and interpersonal skills.
- Ability to input customer information into a CRM (Customer Relationship Management) system.
- Attention to detail when interacting with customer data and systems.
Special Position Requirements
- Must understand and fluently speak and write in both Canadian French and English.
- 100% remote (requires reliable internet access with a secure work environment).
- Must be available to work company holidays if requested.
- Must be available to work an 8am-5pm Eastern Time Zone work schedule Monday through Friday.
What makes working at OEC awesome? It varies from employee to employee. For some, it's the flexibility - whether it's remote work or a hybrid or in-person role, OEC takes our teams across multiple time zones and international communities. For others, it's the strong sense of camaraderie and community that celebrates both individuals and team-driven contributions. Or it could be the empowerment and how the team is encouraged to take risks, learn, and grow within a dynamic and supportive environment. But no matter what gets us out of bed in the morning, our whole global community is inspired to be forward thinking and drive innovative solutions for the automotive parts and repair industry. OEConnection is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite applicants and employees to voluntarily self-identify their gender, race and ethnicity. Submission of this information is strictly voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provision of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. When reported, data will not identify any specific individual. This information will be maintained separately from your application for employment. If you do not wish to self-identify at this time, you may do so in the future by submitting this form. Failure to provide the following information will not subject you to any adverse action or treatment. OEConnection is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.