Virtual Technical Support Specialist

**Position Overview**: *
Xplornet is now hiring Virtual Technical Support Specialists to work remotely within the Brockville, Ontario region, from the comfort of your own home.
We are looking for self-disciplined and innovative individuals with exceptional customer service skills who are looking for the opportunity to leverage these competencies. You will be connecting directly with our customers to support in solving the challenges they face. You must be an individual who can learn through multiple development channels, be able to multi-task while dealing with the stress that can be experienced in working from home. You will be ready to tackle this position after completing 20 days of at-home learning with our robust training program.

Xplornet offers a high energy, fast paced work environment where employee opinions and feedback are valued. We offer:

- Competitive compensation package
- $2.00/hour Bilingual Premium (French/English)
- Bonus incentive opportunities up to $2,800 annually
- Excellent company benefits including health and dental
- Matched participation in group RRSP

In order to work remotely, Xplornet requires that you meet and the following criteria:

- A dedicated, private home office space in your residence and the ability to work a flexible schedule between 7:00am - 1:00am
- High-speed internet connection with download speeds of at least 25mbps installed (speed tests required)

**Key responsibilities include**:

- Providing high quality customer service within Xplornet’s service level and quality guidelines
- Liaise with internal departments to investigate and escalate technical issues as appropriate including Channel Support and Network Operations
- Documenting and prioritizing trouble tickets and technical issues on customer accounts
- Maintaining extensive knowledge of technical troubleshooting for Xplornet products and staying current on relative technology advancements
- Completion of post-secondary education in a related field (or equivalent level of experience)
- Knowledge of approaches, tools and techniques for anticipating, recognizing and resolving technical issues
- Self-motivated with a demonstrated ability to work independently and manage your time effectively
- Highly reliable with the ability to maintain regular attendance and punctuality
- Previous customer service experience is an asset
- Strong computer and troubleshooting skills with the ability to analyze and solve problems
- Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is an asset
- A high level of accountability and trustworthiness
- Strong communication skills, verbal and written, with the ability to communicate effectively with customers in technical and non-technical terms
- Ability to follow guidelines and strong attention to detail
- Ability to prioritize and multi-task while adapting in a fast-paced work environment
- Bilingualism is an asset (French/English)
- Previous remote working experience is an asset

XCIJobs

**Condition of employment**:
Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

**Company Overview**:
Xplornet Communications Inc. founded nearly 20 years ago in Woodstock New Brunswick, Canada, is one of Canada’s leading broadband service providers, and the largest rural-focused broadband service provider. For over a decade, Xplornet has been providing innovative fixed and mobile broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique national fibre, wireless and satellite network that connects Canadians to what matters to them. Xplornet fundamentally believes that all Canadians, regardless of whether they live in urban or rural areas, deserve access to fast, reliable broadband speeds and supporting infrastructure.