Bilingual Technical Helpdesk Analyst L1

Panasonic•Niagara-on-the-Lake, ON

2d•Hybrid

About The Position

Panasonic Canada Inc. is currently looking to hire for the position of Bilingual Technical Helpdesk Analyst L1. Responds to customer inquiries in both English and French via telephone and email, providing timely problem resolution in accordance with established service level standards. Consults with management, technical, or sales staff on non-routine issues and escalates matters as required. Participates in team-based problem resolution efforts and performs other duties as assigned. This is a full-time position. This position is onsite. Any office-based work will be performed from our Niagara on the Lake office. Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency.

Requirements

A+ or equivalency, customer care related & technical helpdesk support.
Fully bilingual (English & French)
Microsoft Office, including Excel, Word, Outlook – Advanced
Routine problem solving with some non-routine elements.
Establish rapport with team members to effectively solve problems and solicit opinions.
Courteously exchanges factual information in a customer complaint environment.
Calms irate or stressed customers in down time situations.
Quickly establishes rapport to elicit productive answers to investigative questions that result in timely and accurate solutions.
Occasional communication of bad news

Responsibilities

Provides bilingual technical support through telephone & e-mail for timely resolution of customer issues.
Assists customers with general programming, and or operational errors.
Make suggestions to improve operational efficiencies.
Provides guidance to customers on operation of equipment.
Refers customers to online tools or manuals, technical or sales staff
Liaises with management, sales, or technical staff to resolve non-routine elements or issues.
Participated in team resolution of non-routine issues or initiatives.
Initiates call back protocols as required
Maintains required logs, and related files
Maintains detailed and current knowledge of products and services.
Assists new agents with call center routine.

Benefits

Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
Panasonic Retirement Pension Plan (RPP/DCPP)
Group Retirement Savings Plan (RSP)
Pregnancy Leave Top Up
Education Assistance Program/ Tuition Reimbursement
Employee Purchase Program
Employee & Family Assistance Program (EFAP)
Competitive Rates on Home and Auto Insurance
Employee Volunteer Program – Paid Time Off for Volunteer Days
Onsite Events!