Bilingual Help Desk Support jobs in Markham, ON

Title: Bilingual Technical Support Specialist

Position Overview

United Chargers Inc. is a leading manufacturer of Electric Vehicle Supply Equipment (EVSE) serving customers across Canada and the United States. As we continue to grow, we are seeking a technically skilled, customer-focused, and highly motivated Bilingual Technical Support Specialist to join our Customer Support team.

The successful candidate will provide expert assistance to customers, installers, dealers, and internal teams, using strong diagnostic judgment, clear written and verbal communication, and careful documentation to turn complex technical issues into practical next steps in both English and French. The ideal candidate is a proactive, self-motivated, and team-oriented problem solver who is comfortable supporting EV charging issues involving charging behaviour, electrical installation, grounding, breakers, hardwired and plug-in configurations, Wi-Fi, mobile applications, firmware, error codes, warranty eligibility, and vehicle-to-charger communication.

This entry-level opportunity is well suited to someone eager to build technical expertise in EV charging technology, connected devices, electrical troubleshooting, and customer support operations.

Primary Responsibilities

Customer and Technical Support

• Respond to customer inquiries by phone, email, live channels, and service-desk tickets in English and French, providing timely and professional support for product, warranty, account, and post-purchase questions.
• Troubleshoot EV charging equipment and related issues, including charging interruptions, errors, and vehicle-to-charger communication concerns.
• Review customer-provided information, and test results to identify likely causes and determine appropriate next steps.
• Provide clear and safe troubleshooting guidance, escalate cases when required, and manage customer issues through resolution, including engineering review, electrician referral, warranty assessment, repair, replacement, or return authorization.

Case Management and Escalation

• Maintain accurate CRM and ticket records, documenting customer symptoms, troubleshooting completed, product and vehicle details, installation information, supporting evidence, and case resolution.
• Manage multiple cases efficiently, prioritizing safety concerns, urgent escalations, time-sensitive requests, and high-impact customer issues.
• Escalate complex technical matters to the appropriate Engineering, Product, Software, Quality, Warranty, Logistics, or leadership teams with complete diagnostic information.
• Identify recurring technical product trends, and contribute to improvements in support processes, knowledge resources, training, and customer communications.
• Support warranty, repair, replacement, return, and exchange assessments, and clearly explain applicable coverage, requirements, conditions, and next steps to customers.

Cross-Functional Support

• Collaborate with Sales, Accounting, Warehouse, Logistics, Product, Engineering, Quality, and Operations to resolve customer requests, including orders, shipments, returns, exchanges, replacements, invoices, accounts, and service matters.
• Support daily operational and administrative activities related to warehouse coordination, product fulfillment, shipment follow-up, and departmental priorities.
• Participate in special projects, process-improvement initiatives, product launches, testing, and updates to support documentation and internal procedures.
• Assist customers with product registration, account ownership, membership, rebate or incentive programs, and other service-related offerings, where applicable.

Qualifications

Required

• Fluency in English and French, with strong professional written and verbal communication skills.
• Post-secondary education and at least two years of experience in customer service, technical support, help desk, service coordination, product support, or a related role.
• Strong troubleshooting, problem-solving, customer-service, organizational, time management, and multitasking skills.
• Excellent attention to detail, with the ability to review technical information and prepare clear customer communications, case notes, and escalation summaries.
• Proficient in Microsoft Office and able to learn CRM and ticketing systems quickly; self-motivated, dependable, adaptable, and capable of handling confidential information.

Preferred

• Education or experience in Physics, Engineering, Information Technology,Electronics, Electrical Technology, Automotive Technology, Telecommunications, or a related discipline.
• Familiarity with basic electrical concepts, including voltage, amperage, breakers, grounding, GFCI protection, line and neutral conductors, continuous loads, outlets,
• Experience drafting knowledge-base articles, troubleshooting workflows, standard operating procedures, training materials, or customer communication templates.

Job Details
Job Type: Full-time, entry-level position
Schedule: 8-hour shift; schedule may vary based on operational and customer-support requirements.
Benefits may include:

• Dental care; health care; vision care
• Vacation
• On-site parking

Work Environment
This role is office-based. The Bilingual Technical Support Specialist will regularly use computers, ticketing systems, CRM platforms, email, phone systems, technical documentation, product manuals, mobile applications, and communication tools. The successful candidate must be comfortable managing a high volume of customer interactions while maintaining a high standard of accuracy, professionalism, responsiveness, and attention to safety.

Pay: $50,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• Vision care

Work Location: In person