Technical Support Specialist - BIL

Xplore Inc•Cornwall, ON

About The Position

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations. Xplore is seeking a Bilingual Technical Support Specialists to join our growing team! We are looking for self‑disciplined and innovative individuals with exceptional customer service skills who are motivated to apply these strengths in a role that combines technical support with identifying and addressing customer needs. In this role, you will connect directly with customers to diagnose and resolve technical challenges, while also recognizing opportunities to recommend Xplore’s suite of products and services that best support their needs. Xplore offers a high energy, fast-paced work environment where employee opinions and feedback are valued

Requirements

Bilingualism (French/English) is required, with the ability to communicate clearly, professionally, and confidently with customers in both languages.
Completion of post-secondary education in a related field (or equivalent level of experience).
Demonstrated knowledge of technical support methodologies, tools, and troubleshooting techniques used to identify, diagnose, and resolve connectivity and system-related issues.
Strong computer proficiency with the ability to analyze technical problems, think critically, and deliver effective, timely solutions.
Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is considered an asset
Demonstrated customer‑centric mindset, with the ability to build rapport, understand customer needs, and deliver effective solutions.
Comfort engaging in conversations with customers, understanding their needs, and recommending relevant products or service enhancements where appropriate.
Self‑motivated and results‑oriented, with the ability to work independently, manage competing priorities, and meet service and sales performance targets.
Strong sense of accountability, integrity, and professionalism when handling customer interactions, sensitive information, and service commitments.

Nice To Haves

Previous experience in a contact center environment and/or strong customer service experience is an asset.

Responsibilities

Advanced technical troubleshooting with customers to resolve concerns related to internet/network connectivity and email.
Collaborate with internal teams, including Channel Support and Network Operations, to investigate, escalate, and resolve complex technical issues as needed.
Accurately document, prioritize, and track customer tickets and technical issues to ensure timely resolution and effective follow‑up.
Maintain strong working knowledge of Xplore products, services, and troubleshooting procedures, while staying current on relevant technology and industry advancements.
Identifying opportunities to promote and sell Xplore’s suite of products and services by understanding customer needs and recommending appropriate solutions.
Maintain accurate and up‑to‑date customer records across multiple systems, with strong attention to detail.
Supporting reporting, documentation, and administrative activities as required to meet operational and compliance standards.
Consistently meeting or exceeding service, quality, sales, and performance targets while contributing to overall business objectives.