Bilingual Technical Support Representative (English & French)

Employment type: Full-time
City: Windsor
Last visit: 2014-09-08
Author's ads: 1

Posted: 2014-09-08


Over the past 15 years Globalive and its

award-winning industry leading team have fostered a reputation as a reliable

and trusted supplier of telecommunications services for millions of consumers

and thousands of businesses. Carriers have also come to trust Globalive's

wholesale platforms for services including clearinghouse and billing and

collections solutions, teleconferencing and video conferencing solutions, and a

variety of value-added carrier services.

Job Opportunity: Bilingual Technical Support Representative (English & French)

Position Objective


Respond to incoming inquiries from Yak customers in both English and French;

Document customer accounts with steps taken to resolve or escalate issues;

Keep up to date with new products, services, policies and procedures to ensure consistent messaging to customers;

Follow-up with customers as needed to ensure all issues are resolved.

Position Responsibilities

In this role, you will:

Accurately and efficiently assess Customers’ needs to assist them in resolving their issues;

Promote and sells Yak product to existing and potential customers;

Provide technical support to all Yak’s customers;

Provide first level billing support to all Yak’s customers;

Provide Customer with all relevant information to assist them in using Yak Services;

Stay up to date with new offers, policies and procedures to ensure accuracy and consistency;

Interface with other departments and vendors, where necessary, for case resolution;

Accurately and efficiently assess Customers’ needs to assist them in resolving their issue;

Meet and exceed minimum standards of the Contact Centre including attendance and punctuality, call quality, adherence to schedule, Customer satisfaction;

Report any issues to Team Leaders to assist in developing and improving processes to maintain the highest level of customer satisfaction and accuracy;

Work with the customer to resolve their issue and ensure that every customer interaction is in alignment with Yak’s values;

Follow-up with customers within the agreed timeframe and meet all commitments;

Accurately and efficiently capture data within the relevant systems;

Ensure calls are escalated when appropriate to ensure that Customers are receiving the best service possible;

Participate in team meetings and on-going training sessions;

Adhere to Customer Care department policies, procedures and standards;

Other duties as requested by Supervisor/ Manager.

Position Requirements

Bilingual English and French;

Experience working in technical support;

Communication: Emphasizes dialogue, engagement, honesty and empathy;

Customer Focus: Listens actively and asks clarifying questions to understand customer needs;

Problem Solving: Handles objectives by problem solving;

Change Management: Deals effectively with shifting priorities; remains open to change;

Customer Service: Makes extra effort to satisfy customer needs.

By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or work permit

Career Level: Experienced

Years of Relevant Experience: Any

Industry: Telecommunications

Job Function: Technology and Digital Media