Bilingual Technical Support Associate

Job Summary
Level 1 Technical Support Agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
• Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
• Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
• Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
• Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
• Collaborate with other teams, including Network Operations, Customer Service, Dev support and etc. to address customer issues comprehensively and ensure a seamless customer experience.
• Use knowledge base, tools and other resources to assist in problem resolution.

Qualifications

• Basic technical background
• Strong analytical and problem-solving skills
• Excellent written communication, verbal and listening skills
• Strong customer relation skills
• Ability to handle multiple priorities/tasks
• Fluent in English & French

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• Dental care
• Extended health care
• Paid time off
• Work from home

Schedule:

• 8 hour shift

Application question(s):

• What would you consider your level of French (Beginner, Intermediate, Advanced, Fluent) ?
• This role requires a minimum internet speed of 100 mbps download and 30 mbps upload. Does your internet speed meet this requirement?
• Do you have a valid (non-expired) photo ID?
• How many years of experience do you have troubleshooting connectivity and VoIP registration issues?

Experience:

• Technical support: 1 year (required)
• Ticket management : 1 year (required)

Language:

• French (required)

Location:

• Canada (required)

Work Location: Remote