Bilingual Technical Helpdesk Analyst - L1

Overview:
Panasonic Canada Inc.
is currently looking to hire for the position of Bilingual Technical Helpdesk Analyst.Responds to customer inquiries through the use of telephone or email to provide problem resolution in accordance with service level standards.
Consults management, technical, or sales staff for non-routine elements or resolution.
Participates in team resolution of problems as required.
Performs other duties as assigned.
This is a contract role for 12-months.This position is onsite.
Any office-based work will be performed from our Niagara on the Lake office.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.Qualifications:
A+ or equivalency, customer care related & technical helpdesk support.Microsoft Office, including Excel, Word, Outlook - AdvancedRoutine 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.WHO WE ARE:
Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients.
Panasonic is creating technologies that move us.At Panasonic Canada, we do more than just offer great products and solutions.
We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential.
Their passion has been one of the driving forces behind our success for more than 100 years.HOW TO APPLYPlease include a PDF copy of your current resume.DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion.
We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential.
We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees.AODA POLICYPanasonic Canada Inc.
has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate.
Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.
If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.Only candidates selected for an interview will be contacted.We thank you for your interest in working for Panasonic Canada Inc.