Bilingual Help Desk Support jobs in Toronto, ON

Position Summary

Now Prepay is looking for a Bilingual Technical Support Representative to provide day-to-day technical, billing, account, and operational support to our retail dealer partners.In this role, you will be a key point of contact for dealers who need assistance with our systems, transactions, billing, account setup, and general product or process questions. You will troubleshoot issues, investigate discrepancies, coordinate resolutions with internal teams, and help ensure dealers have a smooth and reliable experience.This is a hands-on role suited to someone who enjoys troubleshooting, working with systems and data, helping customers solve problems, and communicating with people in both English and French.You will work closely with Dealer Services, Operations, Finance, Compliance, IT, and other internal teams to resolve issues and support the day-to-day needs of our dealer network.

What You'll DoDealer & Technical Support

• Serve as a primary point of contact for dealer partners requiring assistance with systems, transactions, accounts, billing, and general product or process questions.
• Respond to dealer inquiries by phone, email, and other communication channels in a timely and professional manner.
• Troubleshoot system, transaction, account, and process-related issues and determine appropriate next steps.
• Investigate issues by reviewing system information, account details, transaction records, and other available data.
• Escalate technical or operational issues to the appropriate internal team when required and follow through until resolution.
• Clearly document issues, troubleshooting steps, resolutions, and recurring problems.
• Provide guidance to dealers on system functionality, products, and processes.
• Assist dealers with account setup, changes, updates, and general system navigation.
• Identify recurring issues and communicate trends or concerns to the appropriate internal teams.
• Assist with testing system updates and process changes when required.

Billing & Account Support

• Assist dealers with billing, payment, account, and transaction-related inquiries.
• Review account and transaction information to identify discrepancies or errors.
• Investigate billing or transaction issues and coordinate with Finance and Operations to resolve them.
• Assist with account adjustments, corrections, and other administrative requests as required.
• Maintain accurate records and documentation related to dealer accounts and support requests.
• Follow established procedures for resolving billing, account, and transaction-related issues.

Dealer Onboarding & Training

• Support the onboarding of new dealer partners, including account setup, system access, documentation, and process orientation.
• Assist dealers with navigating systems and understanding established processes.
• Provide basic training and demonstrations on systems, products, and dealer processes.
• Maintain and update user guides, FAQs, troubleshooting resources, and other support documentation.
• Assist with communicating system, product, pricing, and process updates to dealer partners.
• Ensure dealer documentation and account information is accurate and up to date.

Reporting & Administration

• Track dealer inquiries, technical issues, billing concerns, and resolutions.
• Maintain accurate records of support requests and follow-up activities.
• Use Excel or Google Sheets to organize, review, reconcile, and summarize information.
• Prepare basic reports and summaries related to dealer support activity, transactions, billing, and operational issues.
• Monitor recurring support issues and communicate opportunities for process improvements to the appropriate team.
• Complete administrative tasks related to dealer support and account management.

Cross-Functional Support

• Work closely with IT, Finance, Operations, Compliance, and other internal teams to resolve dealer issues.
• Communicate technical or operational issues clearly to internal stakeholders.
• Participate in team meetings and discussions as required.
• Provide feedback from dealer partners regarding recurring issues, system challenges, or process questions.
• Support departmental initiatives and other duties as required.

What We're Looking For

We are looking for someone who is customer-focused, technically curious, organized, and comfortable troubleshooting problems. The ideal candidate will have:

• College diploma, university degree, or equivalent relevant work experience.
• Fluency in both English and French is required.
• Experience in technical support, customer support, help desk, dealer support, billing support, operations, or a similar role.
• Strong problem-solving and troubleshooting skills.
• Comfort working with computer systems and learning new software quickly.
• Strong proficiency in Microsoft Excel and/or Google Sheets.
• Ability to investigate issues using data, account information, transaction records, and system information.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to explain technical or process-related information clearly to individuals with different levels of technical knowledge.
• Ability to manage multiple support requests and prioritize competing deadlines.
• Strong organizational skills and the ability to follow issues through to resolution.
• A proactive approach to identifying problems and finding practical solutions.
• Ability to work independently while also collaborating effectively with internal teams.
• Experience with ERP, billing, financial, CRM, or other business systems is considered an asset.
• Experience in financial services, automotive, telecommunications, payments, or a dealer/retail environment is considered an asset.

Why Join Now Prepay?

• Be part of a growing and innovative Canadian company.
• Work in a collaborative and entrepreneurial environment.
• Gain exposure to technology, operations, finance, and dealer services.
• Work directly with internal teams and external dealer partners.
• Opportunity to develop technical, analytical, and business skills.
• Ongoing learning, development, and mentorship opportunities.
• Make a direct impact on the dealer experience and day-to-day business operations.

Benefits

• Casual dress
• Dental care
• On-site parking
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Ability to Commute/Relocate Etobicoke, ON M9C 5K5: Reliably commute or plan to relocate before starting work (required)

Work Location: In person

Pay: $45,000.00-$50,000.00 per year

Language:

• French (required)

Work Location: In person