Technical Support Specialist (Bilingual)

Celebright is a fast growing, Ottawa based company that designs permanent holiday lighting systems. They are seeking a Technical Support Specialist to manage daily incoming support calls and emails, providing excellent customer service and technical support to dealers and end-users.ResponsibilitiesProvide friendly and accurate support while minimizing customer burden wherever possible via phone and emailEffectively de-escalate situations with frustrated customers and dealers, aiming to ensure a positive and satisfying outcomeMaintain comprehensive knowledge of the Celebright system, firmware, and functionalitiesReview and process RMA requests with the Fulfillment departmentManage and maintain high-quality documentation and FAQsCollaborate with various teams to highlight system features and promote proper usageCollaborate with the design team on systemic technical issuesContinually improve technical support processes and systemsDuties to support the secondary skill set. (which will be based on successful applicant’s secondary skills and interests)SkillsExcellent Communication skills in both French and EnglishCourteous and just generally nice to be aroundQuick thinker with the ability to provide accurate troubleshooting stepsCapable of explaining complex technical concepts in simple, everyday languageMeticulous attention to detail and adherence to organizational systemsStrong problem-solving skills with the ability to identify patterns and root causesExcellent time management and organizational skillsAble to work independently, both as a self-starter and when taking directionWillingness to learn and grow within the roleExperience in customer facing rolesExperience with technical products is an assetExperience with support ticketing systems is an assetExperience with electrical concepts is an assetWell versed in iOS and Android operating systemsSkills and experience to support the secondary role. (which will be based on successful applicant's secondary skills and interests)Candidates with strong secondary skill sets are highly valued, as there will be opportunities to assist other departments during the slower season. Examples of attractive secondary skills include: Quality Assurance (QA) and testingBenefitsHealthDentalLife InsuranceOn-site gymOn-site parkingPaid time offVision careCompany OverviewCelebright provides permanent holiday lighting and created the Twinkle Tunnel, a 40-foot illuminated pedestrian tunnel. It was founded in 2017, and is headquartered in Kanata, Ontario, CAN, with a workforce of 11-50 employees. Its website is https://celebright.ca/twinkle-tunnel.



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