Bilingual Tech Support Specialist

Job Description

As a Tech Support Specialist, you will be responsible for providing efficient, quality tech support to customers. This frontline call centre and chat role requires troubleshooting technology, computer hardware, and software related issues for external customers. You will recommend timely, intelligent service paths and be involved in selling and sharing the value of services and subscriptions.

• Handle inbound and outbound contacts, delivering technical support services for external customers.
• Handle inbound remote connections, delivering technical support services for external customers.
• Assist customers in connecting to remote platform.
• Actively engage in service solutions sales, recommending company products and services.
• Check for payment and subscription validation in customer account; diagnose technical issues using systematic listening and probing approach.
• Consult internal tools, databases, manuals, and internal resources for information on resolution procedures.
• Initiate dispatch procedure for hardware pickup / shipment as appropriate for limited product line.
• Support frontline operations, including handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, triaging inbound contacts across multiple service paths, etc.
• Leverage all available support channels, resources, and platforms to enhance customer experience and productivity; warmly transfer customers to the appropriate team to efficiently complete services.
• Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.).

• Degree, diploma or certificate in a technical or networking field.
• A+ certification preferred.
• Advanced technical troubleshooting skills with ability to resolve complex technical issues.
• Advanced knowledge of technology & operating systems (Windows, macOS, Chrome OS, iOS, Android).
• Verified skill in performing services/ upgrades to all types of computers.
• Bilingual in French and English.
• 5+ years in a technical field focused on repairs and troubleshooting.
• 3+ years in a customer service environment.
• Demonstrated experience in managed devices and networking support.

Remote

• Associate discount
• Health and dental benefits
• RRSP/DPSP
• Learning & development programs
• And more

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants; however, a human reviewer makes all final decisions. This posting is for an existing vacancy.