Technical Support/Customer Service Agent
Dormakaba Group
Montréal, QC
Location: Montreal, 2 minutes walking distance from Namur metro station

About dormakaba

The dormakaba Group is one of the top three companies in the global market for access and security solutions. The company is a single source provider of products, solutions, and services related to doors and secure access to buildings and rooms. Everything we do is geared toward developing access and service solutions that not only make buildings safer and smarter but also provide constant reassurance.

No matter where you are if you need reliable and innovative access and security solutions, we will provide you high-quality service – in hotels, shops, sports facilities, airports, hospitals, at home or in the office. Around the globe.

With over 18,000 employees worldwide (450 in Montreal), dormakaba is present in over 130 countries and has more than 150 years of experience. The dormakaba Group headquartered in Zurich, Switzerland, is quoted on the Swiss stock exchange and generates annual revenues of over 3 billion Canadian dollars.

dormakaba offers you a career not a job. Join dormakaba now and make a real difference in creating the next generation of products and services that will impact future generations. For more information, please visit

Under the authority of the Customer Service Supervisor, the incumbent will provide customer and technical support to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. This person is also responsible to thoroughly enter and process consumables/parts orders, as well as issuing RMA for returns. The Technical Support Agent must ensure the inbound call coverage within established targets, with courtesy, and while ensuring highest level of client satisfaction.

Answer inbound calls, ensure we meet/exceed Live Handle target
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues
Follow standard processes and procedures
Identify and escalate priority issues per Client specification
Redirect problems to appropriate resource
Accurately process and record call transactions using in MS Axapta
Process order entries, quotation requests. (data entry)
Respond to client technical inquiries as per existing technical charts
Issue RMA’s (Return Material Authorization) for product repair/evaluation.
Stay up-to-date on product knowledge, process, etc.
Promote online services, Web store & Support
Be part of the on-call rotation team (off hours – Emergency support)
Take part and support continuous improvement programs.
All other tasks related to the position.
Job Requirements
College degree in electronics, computer science, or pertinent experience in similar fields
Minimum 2 years’ experience in customer service
Excellent communication skills in French, English and Spanish is a must
Available to work within the window of 8am to 8pm, as well as occasionally be on-call(off-hours)
PC capabilities (Excel, Word, Internet, Lotus Notes),
Basic knowledge of TCP/IP networks including firewalls, IIS, DNS, SQL
Well organized, self-starter, handle responsibilities,
Organized, Multi tasks & call control skills. – Strong Customer Service orientation
  • Must be willing to comply with pre-employment screening, including but not limited to, reference verification and background check
  • Must have unrestricted Canadian work authorization
  • Add or send if possible your two CV versions (French and English)
Please note that the masculine is used for the sole purpose of lightening the text.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. We subscribe to the principle of employment equity and encourage applications from the four designated groups identified in the Employment Equity Act.