[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 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