Bilingual Customer Experience Representative - French and English

Full Time and Part Time Available

Are you a person who takes ownership of your work and the impact you make on the customer experience? Do you have the attitude that behind every problem that need solving – is an opportunity to help?

With TekSavvy, you’ll support customers across Canada. We don’t believe in a tiered approach to customer support. You’ll be given in-depth and ongoing training to become great at what you do. You’ll develop improved technical skills – and if you’re a tech or gadget genius already - that’s a strong asset. You’ll be empowered to understand the needs of each customer and to respond to them, including technical support and standard customer service requests. Our team works as one. We encourage and invite peer-to-peer learning and development. We’ll help you to grow and to self-manage your growth aspirations. If you’re looking for a traditional customer service contact role, you sure won’t find it here.

Right now, we’re working from home and require:

• Minimum internet connection speed of 20mbps
• Quiet and private space to work from home
• Ability to come on site for orientation
• This role is temporarily remote but is not guaranteed to remain such. This is subject to change, depending on business needs, as TekSavvy is an essential services provider.

What you’ll do.

Customer Service Support

• Interacting with customers using a variety of platforms, including inbound and outbound phone calls, emails, chat, social media
• Managing customer requests from first contact through to resolutions to ensure satisfaction
• Handling customer service requests for new installations, move orders, change requests, payments and hardware orders
• Providing customers with accurate pricing and product information
• Provisioning and processing orders according to various vendor processes and timelines
• Provisioning of online service orders and customer portal requests
• Working in collaboration with other team members across all departments to ensure customers are happy.

Technical Support

• Handling technical support requests from end to end, including troubleshooting internet, phone and IPTV issues, assisting customers with home network and hardware configuration, hardware replacement
• Consulting user guides, technical manuals and other internal and external resources to research and implement solutions for a variety of devices and vendor issues faced by the customer
• Providing advice and training to customers in response to identified difficulties, including home networking set up, hardware recommendations or device use to improve the customer experience
• Submitting trouble tickets for technical support issues following vendor guidelines and following up with customers to ensure repairs completed to their satisfaction.

Qualifications:

• High School Diploma/GED or higher is required
• Preference given for post-secondary education in a technical field or previous experience in a technical support role
• Candidates must be comfortable working as part of our community of perpetual learners. This means:
• An open mind: open to new ideas.
• Enjoy learning.
• Pull for help (for example: asks questions to clarify, asks for help when unsure or stuck).
• Able to take feedback.
• Able to follow instruction.
• Eager to share what they’ve learned with others
• Proficient computer skills, including familiarity with Microsoft Office and Windows operating systems
• Strong communication skills in English and/or French, including active listening, reading, writing and conversational skills
• A flexible mindset – able to adapt to changes, think critically and solve problems by asking good questions
• Ability to work in fast paced, customer-focused environment and to self-manage your work, multi-task and set priorities with minimal supervision
• Shift work is required including weekends and evenings, because we’re focused on giving our customers access to us, when they need us.

Nice to Have:

• Intermediate knowledge of home networking, email, VoIP
• Experience with a variety of operating systems, such as Mac, Windows, Linux
• Previous experience in tech support or in the telecom space
• Interest in technology and familiarity with current technical devices, especially Apple, Firesticks and other TV devices
• Bilingual in other languages, such as French or Spanish
• You stay up to speed on what’s happening in the telecom space. You are passionate about the advocacy that ISPs like TekSavvy and others are part of, to improve competitive options and fair pricing, for Canadians.

How we’ll take care of you as part of our team.

• Competitive hourly rate for bilingual agents starting at $19.85/hr and increasing to $23.13/hr
• Additional competitive premium for Spanish language available
• If you’re recommended by an employee – we take care of them too with our Referrals Program. Be sure to let us know who!
• Transparent Career Path and Opportunities for Advancement
• Comprehensive Benefits and Life Insurance offerings, including prescription, dental, vision and other health allowances
• We offer parking and we’re close to transit
• We have an entire team dedicated to employee relations, and an employee wellness and disability management program.
• Employee Assistance Program and Virtual Healthcare options from the comfort of your home.

ABOUT US

TekSavvy prides itself on fighting for a fair playing field, protecting consumers’ rights online, and bringing Canadians the right options without artificial limits. We are proudly Canadian, customer satisfaction is our priority, and we strive to create a positive environment for our employees.

HELP US MAKE A DIFFERENCE. APPLY TODAY.

TekSavvy is an equal opportunity employer committed to increasing diversity in our workforce. We welcome applications from qualified persons in underrepresented ethnic, racial and cultural groups and from people with disabilities. Our organization will, on request, provide accommodations for disabilities to support your participation in all aspects of our recruitment process.