Bilingual Customer Experience Representative

Vecima’s Telematics Division is fueled by the innovation, leadership and passion of today’s top talent. Our product is the most successful Internet of Things (IoT) application – GPS fleet tracking. We are taking our solution to the next level in tracking additional assets in the IoT world.

We are looking for an experienced bilingual Customer Experience Representative, fluent in English and French to service our customer base in both Canada and the US. This role involves understanding and troubleshooting customer problems, collaborating with other internal teams, and resolving problems via issue ownership from end to end.

The ideal candidate is highly motivated and passionate and is looking for a challenge in a growing company. We value creativity and innovation, and willingness to step up to the plate. An ability to work in a team environment is critical. You must be a self-starter and be able to work independently with a "can-do" attitude. The position is based out of our Burnaby, BC office, remote work may be considered.

Hours of work will align with Eastern Standard time zone.

Applicants Should Possess The Following Experience

• Formal post-secondary technical education (bachelor’s degree or technical diploma) or equivalent experience
• 4+ years of experience in a technical or sales support role with a demonstrated history of success in supporting a complex technical product
• A high level of comfort with web-based applications and computer technology in general
• Experience in a customer service, technical support, or sales support role with a demonstrated history of customer satisfaction
• An ability to determine a user’s level of technical comfort and to interact with them at an appropriate technical level
• Experience with electronics and principles of electrical work will be an asset
• Experience with Salesforce would be considered an asset
  
  

Duties and Responsibilities to Include (but are not limited to):

• Provide excellent technical support to our customers via phone, email and ticketing system
• Gather relevant information in order to troubleshoot and resolve hardware and software issues
• Escalate hardware and software issues to Tier 2 support and/or QA and Development teams
• Provide support to our installers by testing installation and fixing issues remotely
• Assist our QA and Development teams in testing new product
• Provide technical training via webinars to our customers
  
  

Core Competencies

• Strong verbal and written communication skills (must be fluent in English and French)
• Highly motivated and ambitious self-starter with the ability to work independently and in a team environment
• Creative and innovative
• Willingness to participate in projects outside of the core job description
• Highly organized, detail oriented and dependable
• A keen interest in learning new technologies, understanding the principles, and teaching this technology to others
  
  

Criminal Background Checks will be required upon accepting employment with Vecima Networks Inc.

Vecima has a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

About Vecima

Vecima Networks Inc. (TSX: VCM) is leading the global evolution to the multi-gigabit, content-rich networks of the future. Our talented people deliver future-ready software, services, and integrated platforms that power broadband and video streaming networks, monitor and manage transportation, and transform experiences in homes, businesses, and everywhere people connect.

We help our customers evolve their networks with cloud-based solutions that deliver ground-breaking speed, superior video quality, and exciting new services to their subscribers.