Customer Support Specialist
5 days ago
At Connex Telecommunications Inc., we are a growing outsourcing company committed to delivering exceptional customer service while fostering a supportive environment for our employees. We recognize our employees as our greatest asset.
We are seeking a skilled Customer Support Specialist to join our Technical Helpdesk team, providing support to customers in both Canadian English and French on various technical situations while ensuring world-class customer service via phone, chat, and tickets on white-label programs with diverse scopes and support needs.
The successful candidate will rotate shifts, covering morning, evening, and overnight periods on a regular basis. The hourly rate is $50.
Responsibilities include:
- Monitoring the Zendesk platform for new tickets, chats, and customer responses within defined timeframes
- Answering and branding inbound phone calls in both languages, providing support according to guidelines
- Licence adjustments
- Break/fix support for technical issues
- Escalation of problems to vendors (Microsoft, Google, etc.) as needed
- Providing general technical advice
- Remote support connection to end users to resolve technical issues, including software installation and repair
- Multitasking effectively, handling simultaneous customer interactions on phone and chat when required
- Exceptional attention to detail for technical and order fulfillment processes
- Fluent bilingualism in Canadian English and French (Preferred New Brunswick or Quebec French)
- Excellent written and verbal communication skills in both languages
- Strong technical background with troubleshooting Windows and Mac devices
- Familiarity with SaaS products, particularly Microsoft 365 and Google Workspace administration
This role requires maintaining open availability for rotating shifts, including evenings, overnights, and weekends, as well as being a team player committed to the success of the business and willing to adapt schedules to ensure 24x7 coverage.
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