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Bilingual Technical Support Representative

Location: Canada


Job Summary:

Perform various duties at ZOLL Canada Technical Support Department helpdesk which includes but is not limited to the functions below:

Essential Functions:

  • Answer customers’ complaints on helpdesk
  • Document complaints on Service Requests SRs in Oracle database as per ZOLL Canada Standard Operating procedures (SOPs)
  • Follow up on loaners with customers (loaners’ retrieval)
  • Troubleshoot failures with customers over the phone using critical thinking and referencing ZOLL’s tools and manuals
  • Support customers with SW upgrades, data communication over the phone
  • Possible future 24/7 rotational on call support for English and French customer
  • Other tasks as assigned depending on work load


Experience / Skill Requirements:

  • Fluently bilingual in English and French (Oral and written)
  • 3-5 years of similar work experience in a helpdesk
  • Excellent Communication and Interpersonal skills
  • High attention to details
  • Strong troubleshooting skills
  • High self-awareness and self-management soft skills
  • A customer focused individual
  • Team player with positive attitude
  • Travel to the United States will be required periodically

Education Requirements:

  • Bachelor of electrical, electronic or biomedical engineering or biomedical technologist from a college or university.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

All employees are required to undergo all appropriate training in accordance with ZOLL’s QMS and perform QMS related duties, as required.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990