- Senior
- Optionales Büro in Mississauga
About Us
We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more.
We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more.
Summary:
We are seeking a motivated and detail-oriented Customer Service Representative - Product Support Specialist (Bilingual - English/French) to provide first-level technical support for our customers. In this role, you will serve as the primary point of contact for clients, guiding them through product setup, troubleshooting hardware and software issues, and ensuring a consistently high level of customer satisfaction. You’ll combine strong technical knowledge with excellent communication skills to resolve issues efficiently, document solutions, and collaborate with internal teams to continuously improve customer experience.
Responsibilities:
- Serve as the first point of contact for customers, offering technical support and troubleshooting assistance.
- Guide customers through product setup, configuration, and usage.
- Diagnose and resolve customer issues by providing clear, step-by-step instructions and solutions.
- Document all customer interactions, technical issues, and resolutions in the CRM/ticketing system.
- Troubleshoot and resolve issues related to devices, Windows-based software or mobile (iOS/Android) applications.
- Install, reinstall, configure mobile and Windows-based applications that sync with Bluetooth devices and USB devices.
- Provide effective solutions to known problems and arrange replacements or accessories when necessary.
- Escalate complex issues to higher-level support or engineering teams when required.
- Ensure timely responses to customer requests while maintaining professionalism, empathy, and quality service.
- Collaborate with internal teams to share feedback and improve processes, tools, and product usability
Required Experience and Skills:
- Bilingual (French/English) – verbal and written proficiency required.
- 2+ years’ experience in technical support, technical customer service, or call center environment.
- Strong knowledge of Windows-based and iOS/Android operating systems and troubleshooting practices.
- Experience using CRM/ticketing systems, Microsoft Excel, and digital communication tools.
- Strong problem-solving skills with the ability to analyze technical issues and provide efficient solutions.
- Excellent communication skills (verbal and written) with active listening and customer empathy.
- Ability to work independently as well as part of a team.
- Highly organized, detail-oriented, and able to manage multiple priorities effectively.
Preferred:
- Bachelor’s degree or equivalent work experience.
- Background in healthcare, medical equipment, or related technical industries.
- Familiarity with Windows-based software and mobile device (iOS, Android) applications and connectivity troubleshooting.
- Experience in technical sales support or medical device technical support.
What We Offer
- Opportunity to work with innovative healthcare technology.
- Professional development and ongoing product training.
- Collaborative team environment with room for growth.
- Flexible work arrangements may be available after onboarding.
