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 Technical Support Specialist to join their growing team. This role involves diagnosing and resolving technical challenges for customers while promoting Xplore’s products and services to meet their needs.
Responsibilities
- Advanced technical troubleshooting with customers to resolve concerns related to internet/network connectivity and email
- Collaborate with internal teams, including Channel Support and Network Operations, to investigate, escalate, and resolve complex technical issues as needed
- Accurately document, prioritize, and track customer tickets and technical issues to ensure timely resolution and effective follow‑up
- Maintain strong working knowledge of Xplore products, services, and troubleshooting procedures, while staying current on relevant technology and industry advancements
- Identifying opportunities to promote and sell Xplore’s suite of products and services by understanding customer needs and recommending appropriate solutions
- Maintain accurate and up‑to‑date customer records across multiple systems, with strong attention to detail
- Supporting reporting, documentation, and administrative activities as required to meet operational and compliance standards
- Consistently meeting or exceeding service, quality, sales, and performance targets while contributing to overall business objectives
Skills
- Bilingualism (French/English) is required, with the ability to communicate clearly, professionally, and confidently with customers in both languages
- Completion of post-secondary education in a related field (or equivalent level of experience)
- Strong computer proficiency with the ability to analyze technical problems, think critically, and deliver effective, timely solutions
- Solid working knowledge of the Microsoft Operating Systems
- Demonstrated customer‑centric mindset, with the ability to build rapport, understand customer needs, and deliver effective solutions
- Comfort engaging in conversations with customers, understanding their needs, and recommending relevant products or service enhancements where appropriate
- Self‑motivated and results‑oriented, with the ability to work independently, manage competing priorities, and meet service and sales performance targets
- Strong sense of accountability, integrity, and professionalism when handling customer interactions, sensitive information, and service commitments
- As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check
- Previous experience in a contact center environment and/or strong customer service experience is an asset
- Demonstrated knowledge of technical support methodologies, tools, and troubleshooting techniques used to identify, diagnose, and resolve connectivity and system-related issues
- Experience with MAC and/or Linux is considered an asset
Benefits
- Competitive compensation package
- Bonus incentive opportunities up to $2,800 annually
- Excellent company benefits including health and dental
- Matched participation in group RRSP
- Strong focus on internal promotion, career path development and training
- A robust training program to set you up for success
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.