Bilingual Tier 1 Technical Support

Eastlink•Bridgewater, NS

3d•CA$42,000 - CA$45,000•Remote

About The Position

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. This position is remote, working from home, and the designated office will be dependent on the province of hire.

Requirements

Candidate must be Bilingual (French/English)
Ability to utilize all tools available to troubleshoot and resolve customers issues for all lines of business
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 a 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

Responsibilities

Supporting customers in troubleshooting Internet, Cable, Telephone, Mobile and Security for both Residential and Business customers.
Assisting customers with updating/changing passwords and responding to technical inquiries within scope of support guidelines.
Maintaining accurate and detailed account notes on all customer interactions.