Bilingual Technical Csr Jobs

Bilingual Technical CSR

Our client is a leading provider of lone worker safety and mobile satellite solutions. Their clients trust them for reliable access to global voice data and communications when working or traveling beyond cellular coverage and for when traditional communication networks fail.

They are looking for a tier 1 Bilingual Technical CSR to join their team. The role is completely remote and can be located anywhere in Canada and the candidates will be working the afternoon shift and must have flexibility between 12 noon - 11 pm. Shifts can be 12-8, 1-9, 2-10 or 3-11.

In this role, you will be responsible for supporting customers with a variety of inquiries through incoming calls, tickets, and live chat by providing helpful information, answering questions, basic app and device troubleshooting/set-up processes and responding to complaints. You help ensure long-term customer loyalty and satisfaction by positively representing company products and services while working to meet and exceed service level agreements (SLAs).

Duties Include:

• Handle and resolve customer requests related to billing, account changes, and basic technical support/troubleshooting
• Maintain effective and harmonious working relationships with peers and other company staff
• Attend and participate in company events and team meetings (primarily in a virtual capacity, although staff will be encouraged to participate in any events at the nearest regional office, as permitted.)
• Work on various customer-related special projects from time to time, as necessary
• Ensure a positive, accurate and professional customer experience.
• Stay informed of competitors and related industries
• Respond to customer inquiries in a Tier 1 capacity using multiple communication channels (live chat, email, and phone).
• Prioritize tickets accordingly based on company's operational processes as well as sound judgement.
• Promote company products, features, and benefits through consultative customer qualification
• Stay updated on all operational systems, processes, and procedures, as well as company policies.
• Meet both personal and team-based monthly SLAs, Productivity targets and Quality standards.
• Contribute to process improvements by leveraging direct feedback and experience and proposing new initiatives or changes
• Maintain a working knowledge of company products and services. Opportunity to specialize in certain operational processes will be encouraged

Requirements:

• 1+ years of tech support or technical customer service
• Preference for the telecommunications industry
• Detail-oriented, resourceful, customer centric
• Bilingual in French and English