Technical Support Specialist - Bilingual

Location: Richmond Hill, Ontario
$50,000 - $60,000 per year + Benefits  

Job Description:
We are looking for a highly motivated Bilingual Technical Support Specialist to join our client's team.

The Bilingual Technical Support Specialist is responsible to provide technical support and service for both internal employees and external customers on their technical needs.
 
Duties / Responsibilities:
Provide direct technical web and telephone support to customers 
Basic troubleshooting on the full range of Networking products
Collection and analysis of customer network information and recommend corrective actions based on analysis
Educate customer where needed due to gaps in networking, product knowledge etc.
Consultation of technical documentation, bulletins, and release notes for known problems
Follow up on technical cases including proper escalation and management of the case until case closure.
Manage customer communications and expectations until the closure of each case

Qualifications:
Experience in a technical support role in a networking/security company or equivalent education
Strong understanding of SOHO and SMB networking products
Strong troubleshooting and problem-solving skills
Previous call center experience, preferably supporting data networking products is desirable.
Strong French and English skills both written and verbal
Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
Strong understanding of WiFi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)