Bilingual Customer Care Agent

3 weeks ago

Yellowknife, Canada SSi Canada Full time

Location: Remote, Kanata, or Yellowknife

WHAT DOES SSI CANADA DO?

SSi designs, builds, and operates telecommunications networks in Canada’s North. SSi’s mission is to provide high quality, high capacity and affordable broadband connectivity to remote or isolated First Nations communities.

Being the North’s premier broadband and mobile wireless technology company, SSi has been providing Internet service to over 50 remote and underserved communities across the NWT and Nunavut since 2005. Continuing its expansion, SSi is currently deploying and delivering mobile wireless broadband services across the Eeyou Istchee James Bay region of Québec.

WHAT WILL YOU DO?
- The Customer Care Agent will be part of a group of amazing people that provide exceptional customer support by connecting with our customers, understanding their needs, offering tailored solutions and providing technical support.
- In this role, you will continuously improve the customer experience by not only implementing strategies that promote a positive customer experience at every touchpoint, but also by successfully identifying an issue and the possible solutions to fix it.

WHAT DO YOU NEED?
- Solid understanding of commonly used computer software, modems/routers, wireless internet and mobile devices.
- Knowledge of internet security and data privacy principles.
- Excellent written and verbal English and French communication skills to build rapport with the customer.
- Excellent active listening skills to use reflective responses and clarifying questions to assure the customer has been heard.
- Critical reasoning to gather information, analyze situations and decide on the best course of action.
- Attentiveness and detail-focused to focus on the customer as a whole and also to keep detail such as the context of the customer in mind.
- Conscientiousness to be responsible and dutiful.
- Service orientation to actively look for ways to meet customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available.
- Initiative to solve problems before being asked or required to do so, and to persist in overcoming barriers and setbacks.
- Collaborative skills to contribute and work cooperatively while being supportive and inclusive of others to achieve a common goal.
- Stress tolerance to complete the work under pressure, and facing resistance or opposition; to remain productive in times of crisis or critical events.
- Integrity and honesty to display high standards of ethical conduct and understand the impact of violating these standards on an organization, self, and others.
- Availability to work a variety of shifts, including: evenings, weekends, and holidays.

WHY JOIN SSI?
- Supportive culture where everyone loves to have fun while staying productive.
- Impactful and meaningful work that inspires everyone to do their best.
- 3 weeks of vacation, 2 weeks of sick days, 3 wellness days.
- Group Benefits (Health, Dental, Life Insurance, Disability Insurance).
- Volunteer Day for you to support a cause and give back to the community.
- Birthday celebration leave, so you can treat yourself by taking the day just for you.
- Learning and Development opportunities for you to continue your career growth and reach your goals.
- A diverse, equitable and inclusive work environment where each other's differences are celebrated.
- Free healthy snacks, fruit, coffee, and tea to keep energy levels high (in-office only).
- Showers and locker room to enjoy after a fun workout (in the Kanata office only).

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