Bilingual Tier I Technician

DMI

10d • Remote

About The Position

DMI (Digital Management, LLC.) is looking for a Bilingual Tier I Help Desk Technician. We are looking for a highly organized and efficient person to provide end user support for our managed services operations in Canada. An ideal candidate will be bilingual in English and French Canadian to accomodate our customer base. The Tier I Technician will answer phone calls, provide support using chat functionality, and resolve tickets and orders. When necessary, the Tier I Technician will cross-train and participate in other responsibilities of the Contact Center team.

Requirements

• High school diploma or the equivalent.
• Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.
• Prefer 1-2 years of experience within Inbound Contact Centers.
• Must be fluent in French Canadian
• Regular and reliable attendance.
• Strong communication skills to communicate with end users over the phone.
• Ability to work overtime to complete projects.
• Proficiency in using computers and technology.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.

Nice To Haves

• A+ Certification is a plus.
• Ability to work independently without relying on significant management oversight.
• Proficiency to use Microsoft Office products.
• Experience working for a mobile carrier or equivalent.
• Proficiency in typing, expected minimum of 40 words per minute.
• Experience using Service Now or ticketing solutions
• Experience with Five9 soft-phone platforms.
• Experience with AD manager, MDM, etc.

Responsibilities

• Create tickets for MACD requests (moves, adds, changes, and disconnects).
• Assist with activation of mobile phones and configuring the device for first time use.
• Assist users with placing orders in their online portal.
• Answer inbound phone calls.
• Respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees