Technical Support Specialist - BIL

Xplore Inc.; Town of Woodstock; On-site; CAD 25,000 - 36,000; Full time

Benefits offered by this job

Bilingual premium

Bonus up to $2,800

Health and dental

RRSP matching

Career development

Training program

Job summary

Xplore Inc. is seeking a Bilingual Technical Support Specialist to diagnose and resolve technical challenges for customers while identifying opportunities to recommend Xplore’s products and services.

You will engage directly with customers and contribute to a high-energy, fast-paced team environment. The ideal candidate is bilingual in French and English, has post-secondary education or equivalent experience, and brings strong technical support skills with a customer-centric mindset.

Qualifications

• Post-secondary education in a related field (or equivalent).
• Experience in a contact center environment and/or strong customer service experience is an asset.
• Bilingual in French and English; able to communicate clearly and professionally with customers.

Responsibilities

• Advanced technical troubleshooting with customers to resolve connectivity and email issues.
• Collaborate with internal teams to investigate, escalate, and resolve complex technical issues.
• Accurately document, prioritize, and track customer tickets for timely resolution and follow-up.
• Maintain knowledge of Xplore products, services, and troubleshooting procedures; stay current on technology trends.
• Identify opportunities to promote and sell Xplore products and services based on customer needs.

Skills

Bilingual (Fr/En)

Customer service

Technical troubleshooting

Ticket/documentation

Communication

Education

Post-secondary education

Tools

Windows

MacOS

Linux

Job description

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplore is seeking a Bilingual Technical Support Specialists to join our growing team! We are looking for self‑disciplined and innovative individuals with exceptional customer service skills who are motivated to apply these strengths in a role that combines technical support with identifying and addressing customer needs. In this role, you will connect directly with customers to diagnose and resolve technical challenges, while also recognizing opportunities to recommend Xplore’s suite of products and services that best support their needs.

Xplore offers a high energy, fast-paced work environment where employee opinions and feedback are valued

We Offer

• Competitive compensation package
• $3.00/hour Bilingual Premium (French/English)
• Bonus incentive opportunities up to $2,800 annually
• Excellent company benefits including health and dental
• Matched participation in group RRSP
• Strong focus on internal promotion, career path development and training.
• A robust training program to set you up for success

Key Responsibilities Include

• Advanced technical troubleshooting with customers to resolve concerns related to internet/network connectivity and email.
• Collaborate with internal teams, including Channel Support and Network Operations, to investigate, **escalate**, and resolve complex technical issues as needed.
• Accurately document, prioritize, and track customer tickets and technical issues to ensure timely resolution and effective follow‑up.
• Maintain strong working knowledge of Xplore products, services, and troubleshooting procedures, while staying current on relevant technology and industry advancements.
• Identifying opportunities to promote and sell Xplore’s suite of products and services by understanding customer needs and recommending appropriate solutions.
• Maintain accurate and up‑to‑date customer records across multiple systems, with strong attention to detail.
• Supporting reporting, documentation, and administrative activities as required to meet operational and compliance standards.
• Consistently meeting or exceeding service, quality, sales, and performance targets while contributing to overall business objectives.

The Ideal Candidate Will Possess

• Bilingualism (French/English) is required, with the ability to communicate clearly, professionally, and confidently with customers in both languages.
• Completion of post-secondary education in a related field (or equivalent level of experience).
• Previous experience in a contact center environment and/or strong customer service experience is an asset.
• Demonstrated knowledge of technical support methodologies, tools, and troubleshooting techniques used to identify, diagnose, and resolve connectivity and system-related issues.
• Strong computer proficiency with the ability to analyze technical problems, think critically, and deliver effective, timely solutions.
• Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is considered an asset
• Demonstrated customer‑centric mindset, with the ability to build rapport, understand customer needs, and deliver effective solutions.
• Comfort engaging in conversations with customers, understanding their needs, and recommending relevant products or service enhancements where appropriate.
• Self‑motivated and results‑oriented, with the ability to work independently, manage competing priorities, and meet service and sales performance targets.
• Strong sense of accountability, integrity, and professionalism when handling customer interactions, sensitive information, and service commitments.

#XploreJobs

Condition Of Employment

As 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 Check. Details will be supplied to applicants as they move through the selection process.