[Remote] Technical Support Specialist - BIL
Note: The job is a remote job and is open to candidates in USA. Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living, and they are seeking a Bilingual Virtual Technical Support Specialist. The role involves providing advanced technical troubleshooting and excellent customer service to assist customers with internet and network connectivity issues from a remote setting.
Responsibilities
- Advanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and email
- Providing an excellent customer experience by interacting with customers in a courteous, knowledgeable and professional manner
- Liaise with internal departments to investigate and escalate technical issues as appropriate including Channel Support and Network Operations
- Documenting and prioritizing trouble tickets and technical issues on customer accounts
- Maintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relative technology advancements
Skills
- Exceptional customer service skills
- Ability to learn through multiple development channels
- Ability to multi-task while dealing with stress
- Ability to connect directly with customers to support in solving challenges
- Advanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and email
- Providing an excellent customer experience by interacting with customers in a courteous, knowledgeable and professional manner
- Liaising with internal departments to investigate and escalate technical issues as appropriate
- Documenting and prioritizing trouble tickets and technical issues on customer accounts
- Maintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relative technology advancements
- Strong customer focus and a willingness to learn
- Self-motivated with a demonstrated ability to work independently and manage your time effectively
- Highly reliable with the ability to maintain regular attendance and punctuality
- A high level of accountability and trustworthiness
- Well-developed interpersonal and customer service skills
- Strong time management and organizational skills
- Ability to analyze and solve problems with strong attention to detail
- Ability to prioritize and multi-task while adapting in a fast-paced work environment
- Successful completion of a Criminal Background Check
- Bilingualism (French/English) is an asset
- Experience in a contact center environment considered an asset
- Previous remote working experience is an asset
Benefits
- Eligible for an additional employee loyalty bonus of up to $1000
- Bonus incentive opportunities up to $2,800 annually
- Excellent company benefits including health and dental
- Matched participation in group RRSP
Company Overview