[Remote] Technical Support Specialist - BIL

Note: The job is a remote job and is open to candidates in USA. Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living, and they are seeking a Bilingual Technical Support Specialist to join their growing team. This role involves diagnosing and resolving technical challenges for customers while promoting Xplore’s products and services to meet their needs.ResponsibilitiesAdvanced technical troubleshooting with customers to resolve concerns related to internet/network connectivity and emailCollaborate with internal teams, including Channel Support and Network Operations, to investigate, escalate, and resolve complex technical issues as neededAccurately document, prioritize, and track customer tickets and technical issues to ensure timely resolution and effective follow‑upMaintain strong working knowledge of Xplore products, services, and troubleshooting procedures, while staying current on relevant technology and industry advancementsIdentifying opportunities to promote and sell Xplore’s suite of products and services by understanding customer needs and recommending appropriate solutionsMaintain accurate and up‑to‑date customer records across multiple systems, with strong attention to detailSupporting reporting, documentation, and administrative activities as required to meet operational and compliance standardsConsistently meeting or exceeding service, quality, sales, and performance targets while contributing to overall business objectivesSkillsBilingualism (French/English) is required, with the ability to communicate clearly, professionally, and confidently with customers in both languagesCompletion of post-secondary education in a related field (or equivalent level of experience)Strong computer proficiency with the ability to analyze technical problems, think critically, and deliver effective, timely solutionsSolid working knowledge of the Microsoft Operating SystemsDemonstrated customer‑centric mindset, with the ability to build rapport, understand customer needs, and deliver effective solutionsComfort engaging in conversations with customers, understanding their needs, and recommending relevant products or service enhancements where appropriateSelf‑motivated and results‑oriented, with the ability to work independently, manage competing priorities, and meet service and sales performance targetsStrong sense of accountability, integrity, and professionalism when handling customer interactions, sensitive information, and service commitmentsAs a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background CheckPrevious experience in a contact center environment and/or strong customer service experience is an assetDemonstrated knowledge of technical support methodologies, tools, and troubleshooting techniques used to identify, diagnose, and resolve connectivity and system-related issuesExperience with MAC and/or Linux is considered an assetBenefitsCompetitive compensation packageBonus incentive opportunities up to $2,800 annuallyExcellent company benefits including health and dentalMatched participation in group RRSPStrong focus on internal promotion, career path development and trainingA robust training program to set you up for successCompany OverviewFor 20 years, Xplore has supported rural living by connecting and serving Canadians who live beyond the bigger city limits. It was founded in 2004, and is headquartered in Woodstock, New Brunswick, CAN, with a workforce of 501-1000 employees. Its website is https://www.xplore.ca.