Technical Support Representative - Bilingual

Vecima Networks is leading the global evolution to the multi-gigabit, content-rich networks of the future. Our talented people deliver future-ready software, services, and integrated platforms that power broadband and video streaming networks, monitor and manage transportation, and transform experiences in homes, businesses, and everywhere people connect.

We help our customers evolve their networks with cloud-based solutions that deliver ground-breaking speed, superior video quality, and exciting new services to their subscribers. There is power in connectivity – it enables people, businesses, and communities to grow and thrive. Learn more at vecima.com.

Vecima’s Telematics Division is fueled by the innovation, leadership and passion of today’s top talent. Our product is the most successful Internet of Things (IoT) application – GPS fleet tracking. We are taking our solution to the next level in tracking additional assets in the IoT world.

We are looking for an experienced bilingual Technical Support Representative, fluent in English and French to service our customer base in both Canada and the US. This role involves understanding and troubleshooting customer problems, collaborating with other internal teams, and resolving problems via issue ownership from end to end.

The ideal candidate is highly motivated and passionate and is looking for a challenge in a growing company. We value creativity and innovation, and willingness to step up to the plate. An ability to work in a team environment is critical. You must be a self-starter and be able to work independently with a "can-do" attitude. The position is based out of our Burnaby, BC office, remote work may be considered.

Hours of work will align with Eastern Standard time zone.

Salary range: $67,000 to $75,000 per year.

Applicants should possess the following experience:

• Formal post-secondary technical education (bachelor’s degree or technical diploma) or equivalent experience
• 4+ years of experience in a technical or sales support role with a demonstrated history of success in supporting a complex technical product
• A high level of comfort with web-based applications and computer technology in general
• Experience in a customer service, technical support, or sales support role with a demonstrated history of customer satisfaction
• An ability to determine a user’s level of technical comfort and to interact with them at an appropriate technical level
• Experience with electronics and principles of electrical work will be an asset
• Experience with Salesforce would be considered an asset

Duties and Responsibilities to Include (but are not limited to):

• Provide excellent technical support to our customers via phone, email and ticketing system
• Gather relevant information in order to troubleshoot and resolve hardware and software issues
• Escalate hardware and software issues to Tier 2 support and/or QA and Development teams
• Provide support to our installers by testing installation and fixing issues remotely
• Assist our QA and Development teams in testing new product
• Provide technical training via webinars to our customers

Core Competencies:

• Strong verbal and written communication skills (English and French professional-level proficiency required)
• Highly motivated and ambitious self-starter with the ability to work independently and in a team environment
• Creative and innovative
• Willingness to participate in projects outside of the core job description
• Highly organized, detail oriented and dependable
• A keen interest in learning new technologies, understanding the principles, and teaching this technology to others

Criminal Background Checks will be required upon accepting employment with Vecima Networks Inc. 

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

We are fueled by the innovation, leadership, and passion of today’s top talent. If you are looking for a challenging and rewarding career, we want to hear from you!  Apply now!

Vecima Recruitment Process

Vecima takes great care to protect your privacy and personal information throughout the recruitment process.

All legitimate email communications and job offers will come from an @vecima.com email address. If you receive a suspicious message, please contact your Vecima representative directly to verify its legitimacy.

Submit your application
• Follow the application instructions carefully
• Complete all required fields and upload necessary documents

Initial Screening
• If shortlisted, you will receive an email or phone call from a Vecima HR Business Partner for:

• A brief conversation about your background
• Basic questions about availability, salary expectations, and interest in the role

Interviews
• Phone/Video Interviews: First round with HR or the hiring manager
• Technical/Skills Assessments: If applicable, complete a test or assignment
• In-Person or Final Interviews: Meet with hiring managers or team members; could be a panel

Reference & Background Checks
• Provide professional references upon request
• Be prepared for employment or education verification, and a criminal background check

Job Offer
• All job offers will come from Vecima’s UKG Applicant Tracking System
• Review the verbal and written offer carefully

Onboarding Preparation
• Complete paperwork and pre-employment requirements
• Get details on your first day, orientation, and whom to contact