Bilingual Customer Experience Advisor – Tech Support

Xplore Inc.; Ottawa; On-site; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive base wage

Bilingual premium $3/hr for French flu

Job summary

Xplore Inc. is seeking a Customer Experience Advisor to join its Customer Care team in Ottawa. You will connect with customers to provide foundational technical troubleshooting, assist with account needs and service changes, and deliver a positive, effortless experience in a fast-paced environment.

The role is 6 months, 40 hours/week, Monday to Sunday 10:00 a.m. to 10:00 p.m. Atlantic Time, with bilingual French/English requirements and a service-to-sales focus.

Qualifications

• Bilingual in English and French.
• Experience in customer service is preferred; contact centre experience is an asset.

Responsibilities

• Provide excellent customer experience by responding to inquiries courteously and professionally.
• Offer foundational technical troubleshooting for Xplore services (fiber internet and email setup).
• Document interactions and troubleshooting steps accurately in the account system.
• Assist with service and package changes, account-related needs, and upsell where appropriate.
• Escalate complex technical issues to the proper support team.
• Maintain knowledge of products, services, and procedures.
• Meet service levels, quality, productivity and sales targets.

Skills

Bilingual (French & English)

Customer service

Technical troubleshooting

Communication

Time management

Job description

Xplore Inc. is seeking a Customer Experience Advisor to join its Customer Care team in Ottawa. You will connect with customers to provide foundational technical troubleshooting, assist with account needs and service changes, and deliver a positive, effortless experience in a fast-paced environment.

The role is 6 months, 40 hours/week, Monday to Sunday 10:00 a.m. to 10:00 p.m. Atlantic Time, with bilingual French/English requirements and a service-to-sales focus.