Job Description

Technical Support Representative - Hybrid

Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services? Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution? Can you effectively upsell products and services and guide customers to make the right purchasing decisions?
If so, this could be the role for you!
As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer's inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily.

ROTATING SHIFTS - Must be available:

Monday - Friday, 9:00AM - 5:00PM
Monday - Friday, 10:00AM - 6:00PM

Key Responsibilities:

Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice. Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions. Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry. Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions. The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience. Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic

To Succeed, You Will Need:

High school diploma Minimum 1 year experience in a contact center or customer service environment Proven customer relations skills professionally and courteously in a multi-channel environment Familiarity with computers to learn systems/processes promptly Ability to organize time, set priorities and multi-task in order to meet KPIs Exemplary written and oral communication skills

Why Join?

HYBRID WORK

We offer a

Hybrid

work schedule. You will be in the office

Mondays, Wednesdays and Thursdays each week

, and can work from home for the remainder of the week (subject to specific business needs requiring office attendance) When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools

BENEFITS

Comprehensive health coverage plan that includes medical, dental and vision Life insurance, disability and wellness programs Vacation, Paid Personal Time and Sick days Matching RRSP contribution & Profit-Sharing Program Tuition Assistance Program for professional continuing education Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

Free coffee and snacks On-site cafeteria and outdoor patio Employee gym and fitness centre Employee referral program Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products Community involvement Employee Appreciation Events
Canon has been at the forefront of digital imaging innovation for more than 80 years. Since 1973, Canon Canada has been the leading provider of consumer, business and professional digital imaging solutions to Canadians.


At Canon Canada, we've established a diverse culture that's made us a respected and successful industry leader. Canon's corporate philosophy is Kyosei: all people, regardless of race, religion or culture, harmoniously living and working together into the future. We have been recognized by Forbes as one of Canada's best employers for diversity.


We are committed to environmental sustainability and have established programs that support our Kyosei philosophy and Environmental Charter. Since 2019, Canon Canada has been named one of Canada's Greenest Employers, an award that recognizes employers leading the way in creating a culture of environmental awareness.


We offer

comprehensive health and wellness benefits, learning and development opportunities, recognition programs and other perks

. We want your career with us to be a journey, and we provide the tools to help you contribute and succeed from Day 1.


As an equal opportunity employer, we welcome applications from all backgrounds and are committed to supporting and celebrating the diversity in our workforce. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment. Canon Canada is proud to provide accommodation(s) during the recruitment process. For applicants requiring accommodation in the recruitment and assessment process and when hired, please contact us at accessibility@canada.canon.com or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.