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
For 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.