Bilingual Tier I Technician (English/French)
About The Position
DMI, LLC is hiring a Bilingual Tier I Help Desk Technician to join its Managed Mobility Services (MMS) Contact Center Live Services team. The role provides frontline technical and customer support to enterprise and government clients using mobile devices and mobility solutions. It is remote in the United States and operates in a high-volume contact center environment. The technician assists users with troubleshooting, device activation, service requests, and general support for iPhones, Android devices, and tablets. Support is provided by phone, chat, and email, and interactions and resolutions are documented in ServiceNow. The schedule requires flexibility because DMI operates 24/7/365, including weekend shifts on Saturday and Sunday. The position offers opportunities for career growth within Managed Mobility Services.
Requirements
- High school diploma or equivalent.
- Ability to speak both French and English.
- Strong verbal communication and problem-solving skills.
- Ability to guide users through troubleshooting steps clearly and patiently.
- Strong attention to detail and documentation skills.
- Comfort working in a fast-paced, high-volume support environment.
- Proficiency with computers and general technology platforms.
- Ability to multitask and manage multiple support requests simultaneously.
- Reliable attendance and schedule flexibility.
- Ability to work overtime when required.
- Must be a U.S. citizen.
Nice To Haves
- 1–2 years of experience in customer service, technical support, or a contact center environment.
- Experience supporting mobile devices or working with mobile carriers such as Verizon, AT&T, or T-Mobile.
- CompTIA A+ certification or equivalent technical certification.
- Experience with ServiceNow or other IT ticketing systems.
- Familiarity with mobile device management (MDM) tools.
- Experience with Active Directory / AD Manager.
- Proficiency in Microsoft Office.
- Typing speed of 40 or more words per minute.
- Ability to work independently with minimal supervision.
Responsibilities
- Provide first-level technical support to end users via phone, chat, and email.
- Troubleshoot and resolve issues related to mobile devices, connectivity, and account services.
- Create and manage ServiceNow tickets, accurately documenting issues and resolutions.
- Process MACD requests (Moves, Adds, Changes, and Disconnects).
- Assist with mobile device activation and initial configuration for first-time use.
- Guide users through placing orders within self-service mobility portals.
- Respond to inbound calls, chats, and voicemails in a high-volume contact center environment.
- Maintain quality assurance and service performance standards.
- Collaborate with other teams on overflow tasks and service requests.
- Cross-train on additional Contact Center responsibilities as needed.
Benefits
- Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
- Annual performance reviews, tuition assistance, and internal career growth opportunities.
- 401(k) matching, life and disability insurance, and financial wellness tools.
- Annual awards, service anniversaries, referral bonuses, and peer-to-peer recognition.
- Healthcare coverage, wellness programs, flu shots, and biometric screenings.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
