Bilingual Tier I Technician

DMI is a global professional services company that specializes in digital strategy, design, transformation, and support. More than your basic systems integrator or big-box advisor, we are a new breed of partner that blends human-centric consulting and design with agile engineering, delivery, and global scale. We believe that digital transformation is an end-to-endless evolutionary process that requires technology solutions and partners that meet organizations where they are. Consultants at the core, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for more than a hundred Fortune 1,000 enterprises, various state and local government agencies and all fifteen U.S. federal departments. DMI has grown to 2,100+ employees globally and has been continually recognized by top industry analysts as well as a Top Workplace in the USA and Remote.

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About The Opportunity

DMI (Digital Management, LLC.) is looking for a Bilingual Tier I Technician (French Canadian) to join our staff. We are looking for a highly organized and efficient person to provide end user support for our managed services operation. The successful candidate will answer phone calls, provide support using chat functionality, and resolve tickets and orders. When necessary, the Tier I Technician will cross-train and participate in other responsibilities of the Contact Center team.

Duties And Responsibilities

• Assist users with placing orders in their online portal.
• Assist with activation of mobile phones and configuring the device for first time use.
• Answer inbound phone calls.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work
• Create tickets for MACD requests (moves, adds, changes, and disconnects).
• Respond to voicemails.
• Answer inbound chats.

Qualifications

Education and Years of Experience:

• Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.
• High school diploma or the equivalent.

Required Skills/Certifications

• Multitasking skills and ability to keep up in a fast-paced work environment.
• Strong attention to detail and organizational skills.
• Regular and reliable attendance.
• The ability to utilize critical thinking to complete tasks.
• Ability to work overtime to complete projects.

Desired Skills/Certifications

• Ability to work independently without relying on significant management oversight.
• Experience working for a mobile carrier or equivalent.
• Proficiency in typing, expected minimum of 40 words per minute.
• Proficiency to use Microsoft Office products.

Additional Requirement(s)

• Ability to secure public trust security clearance.
• Fluent in French (French Canadian preferred)

Location: Remote Work From Home - Montreal Canada

Hours: First, Second, Third Shift & Weekends/Holidays

Working at DMI

The Following Categories Make Up Your DMI Wellbeing

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients.

• Development – Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options.
• Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
• Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Job ID: 2023-24957