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Bilingual Technical Support Specialist

2 months ago

Hamilton, Ontario, Canada Connex Telecommunications Inc. Full time
About the Role

We are seeking a highly skilled and bilingual Technical Support Specialist to join our team at Connex Telecommunications Inc. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients in both English and French.

Key Responsibilities
  • Monitor the Zendesk platform for new tickets, chats, and customer responses, answering within service level agreement timeframes.
  • Answer inbound phone calls in both English and French and provide support within the defined guidelines.
  • Provide support to customers in scenarios including but not limited to:
    • Licence adjustments
    • Order entry with application of any applicable discounts
    • Break/fix support for technical problems
    • Escalation of issues to vendors (Microsoft, Google, etc) as needed
    • Provide general technical advice
    • Accurately and thoroughly document issues in line with service delivery guidelines
    • Multitask effectively, being able to handle customer interactions on phone and chat simultaneously when needed.
Requirements
  • Fluently bilingual in both Canadian English and French (Preferred New Brunswick or Quebec French)
  • Exceptional attention to detail for both technical and order fulfillment processes
  • Excellent written and verbal communication skills in both English and French
  • Strong technical background with troubleshooting Windows and Mac devices
  • World-class customer service skills
  • Familiarity with SaaS products, particularly Microsoft 365 and Google Workspace administration
  • Ability to work independently and take on work as it arrives without direct assignment
Working Conditions

This role will require full week availability; initial working hours will be Monday to Friday between the hours of 10am to 7pm EST but will be expanding up to 24x7 operation. Overnight availability is not a requirement, but is an asset. Shifts will total 40 hours per work week.

Compensation

The hourly wage for this position is $19.50.