[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.ResponsibilitiesAdvanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and emailProviding an excellent customer experience by interacting with customers in a courteous, knowledgeable and professional mannerLiaise with internal departments to investigate and escalate technical issues as appropriate including Channel Support and Network OperationsDocumenting and prioritizing trouble tickets and technical issues on customer accountsMaintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relative technology advancementsSkillsExceptional customer service skillsAbility to learn through multiple development channelsAbility to multi-task while dealing with stressAbility to connect directly with customers to support in solving challengesAdvanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and emailProviding an excellent customer experience by interacting with customers in a courteous, knowledgeable and professional mannerLiaising with internal departments to investigate and escalate technical issues as appropriateDocumenting and prioritizing trouble tickets and technical issues on customer accountsMaintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relative technology advancementsStrong customer focus and a willingness to learnSelf-motivated with a demonstrated ability to work independently and manage your time effectivelyHighly reliable with the ability to maintain regular attendance and punctualityA high level of accountability and trustworthinessWell-developed interpersonal and customer service skillsStrong time management and organizational skillsAbility to analyze and solve problems with strong attention to detailAbility to prioritize and multi-task while adapting in a fast-paced work environmentSuccessful completion of a Criminal Background CheckBilingualism (French/English) is an assetExperience in a contact center environment considered an assetPrevious remote working experience is an assetBenefitsEligible for an additional employee loyalty bonus of up to $1000Bonus incentive opportunities up to $2,800 annuallyExcellent company benefits including health and dentalMatched participation in group RRSPCompany OverviewFor 20 years, Xplore has supported rural living by connecting and serving Canadians who live beyond the bigger city limits. It was founded in 2004, and is headquartered in Woodstock, New Brunswick, CAN, with a workforce of 501-1000 employees. Its website is https://www.xplore.ca.



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