Tier 1 Tech Support Representative (Bilingual, English/French)

Tier 1 Tech Support Representative (Bilingual, English/French)

Locations: Bouctouche, NB, Charlottetown, PE, Chebogue Point, NS, Dieppe, NB, Greater Sudbury, ON, Halifax, NS, Kentville, NS, Meteghan, NS, Miramichi, NB, Moncton, NB, Summerside, PE, Timmins, ON, Truro, NS, Wedgeport, NS, Yarmouth, NS

About Us:

Eastlink is a family-owned, entrepreneurial, and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative, competitive, customer-focused telecommunications solutions, connecting our customers to the things and people that matter most. Our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

About the Role:

The Bilingual Tier 1 Technical Support Representative will be responsible for supporting customers in troubleshooting Internet and Cable for both Residential and Business customers, telephone, mobile, and home security. The successful candidate may have the option to work in an At-Home work environment or in the office, depending on location. The ideal candidate will be customer-focused, have exceptional analytical and communication skills, and be able to manage multiple tasks effectively within a fast-paced, results-driven environment. They will work effectively within a team environment as well as independently, taking ownership of individual responsibilities and accountability for the call.

This position is either 100% working from the designated office location or 100% working from home depending on location. (Some travel to the designated office may be required)

Requirements:

• Bilingual (French/English)
• Ability to utilize all tools available to troubleshoot and resolve customer issues for all lines of business
• Desire to assist customers with updating/changing passwords and responding to technical inquiries within scope of support guidelines
• Call center experience that requires meeting all relevant KPIs including Handle time, NPS/CES, would be an asset
• Ability to maintain accurate and detailed account notes on all customer interactions
• 1-2 years of experience providing technical support in a service-related organization
• Brings a positive energy and a customer-focused attitude
• Technical knowledge and aptitude for computers, internet, television, and telephone products considered an asset
• Ability to work in a 7 day/week, multi-shift environment

What We Offer:

We take pride in promoting within! We offer a competitive package including 18 paid days off, 12 paid statutory holidays, paid sick days, Health Benefits and Pension, employee discounts, and much more.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, enabling us to respond quickly to the evolving needs of both employees and customers. We recognize that our greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us; your journey begins here!

Apply Now