Technical Service Representative (Bilingual)

Zylog Systems (Canada) Ltd. is currently seeking a Bilingual (English and Quebecois French) Technical Support Representative.  The primary responsibility of this role is to provide client support by resolving their technical issues via phone, email or face to face meetings (as required).  In addition, the Bilingual Technical Support Representative will be responsible for providing software demonstrations to prospective clients and providing user training to new and existing users.  The Representative will also be responsible for gathering client requests for enhancements and communicating these to our development team.  The Bilingual Technical Support Representative will present technical information in easily understood terms and develop relationships that meet and exceed customer needs.

Specific Responsibilities & Primary Duties:

Your primary responsibilities will include:

• Provide client support and technical issue resolution for various in-house developed software products via E-Mail, phone and face to face interaction (as required); 
• Provide regular updates to customers on open support issues;
• Logging and keeping records of customer/employee queries using various tools;
• Analyze call logs to identify common trends and underlying problems;
• Provide software demonstrations to prospective companies;
• Provide user training to new and existing users;
• Answer questions from customers and prospective customers about the features and capabilities of our software products; and
• Communicate customer needs and wishes to our development and Project Management team.

Key Skills and Attributes required:

The specific skills and experience required for this position are:

• Must be able to work flexible shifts;
• A Bachelor’s Degree in Computer Science preferred;
• 2-3 years previous experience in a technical support role;
• Knowledge and experience with Internet applications, and MS Office.
• A strong working knowledge of social media, portals and related technologies.
• A highly motivated self-starter with very strong presentation and technical skills
• An impeccable customer service track record and strong customer service orientation
• Excellent Written & Verbal Communication Skills in both English and French required.
• Sound time management skills with the ability to prioritize and work autonomously
• Able to work independently and efficiently to meet deadlines.
• Good analytical and problem-solving skills
• Working knowledge of basic HTML and CSS would be an asset.

If you are interested in the above position, please send your resume to Human Resources via email no later than 5:00pm on Friday March 9, 2012.  We would like to thank all applicants for their interest in the position.