Bilingual Customer Experience Representative -French and English

Teksavvy Solutions Inc. • Chatham, ON

7d • CA$20 - CA$23 • Hybrid

About The Position

This role involves supporting customers across Canada, providing both technical support and standard customer service requests. Unlike traditional customer service roles, this position offers in-depth and ongoing training, encouraging peer-to-peer learning and self-management of growth aspirations. The team works collaboratively, and employees are empowered to understand and respond to customer needs. The position is currently remote, requiring a minimum internet speed of 20mbps and a quiet, private workspace, with the possibility of returning to on-site work as TekSavvy is an essential services provider. The role requires shift work, including weekends and evenings.

Requirements

• High School Diploma/GED or higher is required.
• Candidates must be comfortable working as part of our community of perpetual learners.
• An open mind: open to new ideas.
• Enjoy learning.
• Pull for help (for example: asks questions to clarify, asks for help when unsure or stuck).
• Able to take feedback.
• Able to follow instruction.
• Eager to share what they’ve learned with others.
• Proficient computer skills, including familiarity with Microsoft Office and Windows operating systems.
• Strong communication skills in English and/or French, including active listening, reading, writing, and conversational skills.
• A flexible mindset – able to adapt to changes, think critically, and solve problems by asking good questions.
• Ability to work in a fast-paced, customer-focused environment and to self-manage your work, multi-task, and set priorities with minimal supervision.
• Shift work is required including weekends and evenings.

Nice To Haves

• Post-secondary education in a technical field or previous experience in a technical support role.
• Intermediate knowledge of home networking, email, VoIP.
• Experience with a variety of operating systems, such as Mac, Windows, Linux.
• Previous experience in tech support or in the telecom space.
• Interest in technology and familiarity with current technical devices, especially Apple, Firesticks, and other TV devices.
• Bilingual in other languages, such as French or Spanish.
• You stay up to speed on what’s happening in the telecom space.
• You are passionate about the advocacy that ISPs like TekSavvy and others are part of, to improve competitive options and fair pricing, for Canadians.

Responsibilities

• Interacting with customers using a variety of platforms, including inbound and outbound phone calls, emails, chat, and social media.
• Managing customer requests from first contact through to resolutions to ensure satisfaction.
• Handling customer service requests for new installations, move orders, change requests, payments, and hardware orders.
• Providing customers with accurate pricing and product information.
• Provisioning and processing orders according to various vendor processes and timelines.
• Provisioning of online service orders and customer portal requests.
• Working in collaboration with other team members across all departments to ensure customers are happy.
• Handling technical support requests from end to end, including troubleshooting internet, phone, and IPTV issues, assisting customers with home network and hardware configuration, and hardware replacement.
• Consulting user guides, technical manuals, and other internal and external resources to research and implement solutions for a variety of devices and vendor issues faced by the customer.
• Providing advice and training to customers in response to identified difficulties, including home networking set up, hardware recommendations, or device use to improve the customer experience.
• Submitting trouble tickets for technical support issues following vendor guidelines and following up with customers to ensure repairs are completed to their satisfaction.

Benefits

• Competitive hourly rate for bilingual agents starting at $19.85/hr and increasing to $23.13/hr.
• Additional competitive premium for Spanish language available.
• Referrals Program.
• Transparent Career Path and Opportunities for Advancement.
• Employee relations team.
• Employee wellness and disability management program.
• Employee Assistance Program and Virtual Healthcare options.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED