Bilingual Tier 1 Technical Support Representative

Eastlink • Bridgewater, NS

2d • Hybrid

About The Position

We are seeking Bilingual (English/ French) Tier 1 Technical Support Representatives to join our Customer Care team. The Bilingual Tier 1 Technical Support Representative will be responsible for supporting customers in troubleshooting Internet, Cable, Telephone, Mobile and Security for both Residential and Business customers. The successful candidate may have the option to work in an At-Home work environment or in the office, depending on location. The ideal candidate will be customer focused, have exceptional analytical and communication skills coupled with the skills to manage multiple tasks effectively within a fast-paced, results driven environment. They will be effective in working within a team environment as well as independently, while taking ownership of individual responsibilities and accountability for the call.

Requirements

• Bilingual (French/English)
• Ability to utilize all tools available to troubleshoot and resolve customers issues for all lines of business
• Responding to technical inquiries within scope of support guidelines
• Ability to maintain accurate and detailed account notes on all customer interactions
• 1-2 years of experience providing technical related support in a service-related organization
• Brings positive energy and a customer focused attitude
• Ability to work in a 7 day /week, multi-shift environment

Nice To Haves

• Call center experience that requires meeting all relevant KPI’s including Handle time, NPS/CES, would be an asset
• Technical knowledge and aptitude for computers, internet, television and telephone products considered an asset
• Transferable skills, a willingness to learn, and a passion for customer service

Responsibilities

• Supporting customers in troubleshooting Internet, Cable, Telephone, Mobile and Security for both Residential and Business customers.
• Troubleshoot and resolve customers issues for all lines of business using all tools available.
• Respond to technical inquiries within scope of support guidelines.
• Maintain accurate and detailed account notes on all customer interactions.
• Bring positive energy and a customer focused attitude.
• Manage multiple priorities in a fast-paced environment.
• Work independently while contributing to team success.
• Achieve performance and customer experience goals.

Benefits

• Starting rate of $19.52 per hour plus annual variable pay
• Paid training and ongoing support to foster success
• Opportunities for internal growth and promotion
• Paid vacation and holidays
• Comprehensive health and dental benefits
• Pension plan
• Employee discounts on Eastlink products and services

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed