Service & Support Team - TSS

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. We are looking for a qualified candidate to join our Service Support Team – Technical for a permanent position in either Fredericton or Woodstock, NB, Cornwall, ON, or a remote office location. In this role, you will be responsible for supporting our agents in responding to customer calls, concerns and complaints. This will be done collaboratively with many aspects of the business to help facilitate first call resolution and ensure customer satisfaction. Service Support Team members will provide advice and direction, while also being responsible for monitoring and reporting call trends, and providing escalated call support for any technical troubleshooting related issues. Service Support Team members must show flexibility in scheduling options and will be responsible for closing responsibilities at their designated center. This includes but is not limited to, being the onsite supervisor and point of contact should an emergency take place, following all Xplore’s safety procedures, completing and recording all required duties associated with center closing and ensuring all employees have safely exited the building prior to the commencement of your shift. Key Responsibilities Include • Supporting agents with questions, policies, procedures and or technical support steps. Majority of support via desk side support or phone. • Providing high quality technical troubleshooting with customers who are calling to resolve issues related to internet/network connectivity and email. • Maintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relevant technology advancements. • Identify and escalate noticeable or concerning call trends to appropriate departments while meeting business metrics and goals. • Acting as Ambassadors of Xplore’s brand for internal and external customers, while meeting the needs of the business. • Assisting the business in achieving First Call Resolution and Customer Satisfaction by way of handling high-incident callers. • Handling real-time supervisor or customer escalation calls. • Monitoring, maintaining and maximizing the operations floor queue through the use of the call management system, as well as activating emergency announcements to ensure overall success during after-hours, when Real Time Analysts are unavailable. The Ideal Candidate Will Possess • Bilingualism (English/French) will be an asset. • Completion of post-secondary education or equivalent with a minimum 2 years contact center experience. • Strong knowledge of customer care processes and techniques, specific to the TSS role. • Experience with account management. • Excellent problem-solving ability. • Excellent change management skills. • Previous customer service experience is an asset. • Strong troubleshooting skills with the ability to analyze and solve problems. • Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is an asset. • Strong communication skills, verbal and written, presentations etc., with the ability to communicate effectively with customers in technical and non-technical terms. • Self-motivation, strong time/task management and organizational skills. • Ability to follow guidelines and strong attention to detail. • Ability to prioritize and multi-task while adapting a fast-paced work enviornment. 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. Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.