Bilingual Technical Support Specialist

At Distributel, our Mission is to make the use and enjoyment of telecom services radically effortless. Every day, we will strive to understand, respect, and prioritize our customers’ needs. We take pride in excellent service, business integrity, and innovation. By constantly challenging ourselves to simplify, add utility, and humanize the ways people do business with us, we will create a valuable experience in every way.

Come and join an award-winning organization!

• Great Place to Work-Certified

• Top 2021 Small & Medium Employers

• Top 2021 Greater Toronto Area Employer

• Top Canadian Telecom CEO award

LOCATIONS:

• Montréal, Québec

• Ottawa, Ontario

• Edmundston, New Brunswick

ABOUT THE OPPORTUNITY

As a Distributel Technical Support Specialist, you are passionate about providing exceptional front line customer technical support by using established workflows and your own problem-solving skills to troubleshoot, resolve, or escalate technical issues for our internet, TV, and Home Phone customers.

This is a great opportunity for people who:

• Already have some customer experience.

• Understand some of the basics about how home internet works.

• Were born with a knack for technology and are looking for an entry level role to gain experience.

• Already have some technical support experience and are looking to join a great company and grow into an exciting new career in Telecommunications.

KEY RESPONSIBILITIES

• Guide our customers through the troubleshooting process by working closely to gather the appropriate information

• Take ownership of customer’s technical issues and see problems through to resolution

• Engage the escalation team for assistance with unresolved support requests

• Coordinate with other departments and/or carriers when required

• Be an ambassador for the customer by identifying improvements, providing feedback and proposing solutions

• Educating and helping customers optimize their services to ensure they are getting the best experience

• Provide Exceptional Customer Service

SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Strong interpersonal skills for effective interaction with customers, team members and other people as needed

• Strong ability to verbally communicate with customers on the phone in both English and French is a requirement

• Good written communication skills

• Ability to adapt and be comfortable within a fast paced and everchanging environment

• Relentless curiosity, a drive to think outside the box, to do things better for our customers, colleagues and our business

• Superior analytical and problem-solving skills, with attention to detail

• Strong organizational and time management skills

• Solid decision-making skills and the ability to exercise professional judgment

QUALIFICATIONS

• High School Diploma, Post-Secondary education or equivalent is an asset

• 1- 2 years of customer service experience, call center experience or relevant technical experience is an asset

• Subscription to a high-speed internet connection of at least 25 Mbps (proof provided via fast.com or speedtest.com)

• A home office is required to be hazard free, private, personal space and quiet; video tour of space may be required

HERE’S WHAT’S IN IT FOR YOU…

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

• We have insurance benefits

• We promote work-life balance

• We provide a great work environment with organized social events

• You’ll have opportunities for growth & development

• We provide a business-casual working environment

• We have great downtown locations and amazing people

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

• Your application is placed in our candidate pool.

• When there are job openings, a search will be conducted in the candidate pool.

• If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications and to ensure a fair selection process, a random selection of applicants meeting all criteria for a job may be used, therefore not all applicants who submit an application will be contacted.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@distributel.ca.

COVID-19 CONSIDERATIONS:

We are accepting applications and conducting telephone/video interviews. To ensure the safety of our staff we are following all Public Health Safety requirements. Social Distancing is mandatory.

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