Bilingual (French/English) Tier 1 Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver front-line technical assistance to customers in both French and English.

• Diagnose and resolve common VoIP, phone, and connectivity issues.

• Conduct Tier 1 troubleshooting for phone registration, inbound and outbound calls, call routing, audio quality, latency, jitter, packet loss, voicemail, basic features, and IP device connectivity.

• Adhere to established troubleshooting protocols.

• Accurately document customer interactions, troubleshooting actions, and resolutions in support tickets.

• Address customer inquiries promptly and professionally.

• Identify issues that need escalation and provide comprehensive troubleshooting details to Tier 2 for complex problems.

• Collaborate effectively with support team members while also demonstrating the ability to work independently.

⛳️ Requirements

• Minimum of 1 year experience in technical support, help desk, customer support, or VoIP support is preferred.

• Proven experience in a fast-paced, customer-centric support setting.

• Required fluency in both French and English, in written and verbal forms.

• Capability to provide professional technical assistance to customers in both languages.

• Basic comprehension of VoIP technologies and services.

• Fundamental understanding of SIP and RTP.

• Familiarity with IP networking principles, including IP addressing, connectivity, routers, firewalls, and basic network troubleshooting.

• Proficiency in performing Tier 1 troubleshooting for common VoIP challenges.

• Ability to adhere to established troubleshooting procedures and support documentation.

• Experience with ticketing systems and remote troubleshooting tools.

• Aptitude for maintaining clear and precise documentation.

• Ability to identify issues that necessitate escalation and provide thorough troubleshooting details to Tier 2.

• Strong customer service and communication capabilities.

• Excellent troubleshooting and problem-solving skills.

• Proficient in conveying technical information clearly to non-technical customers.

• Maintain professionalism when engaging with frustrated customers.

• Capability to follow established processes and procedures.

• Ability to work independently while also collaborating with support team members.

• Detail-oriented with solid documentation and ticket management practices.

• Willingness to learn and enhance technical VoIP and networking skills.

• Strong sense of ownership and follow-through on assigned customer requests.

• Previous experience supporting VoIP or Unified Communications services.

• Experience in supporting IP phones, ATAs, or similar VoIP devices.

• Familiarity with SIP, RTP, and basic VoIP call flows.

• Experience with Zendesk, Jira Service Management, or comparable ticketing platforms.

• Understanding of remote device provisioning and troubleshooting.

• Basic knowledge of NAT, firewalls, DHCP, DNS, and network connectivity.

🏝️ Benefits

• No benefits, perks, or additional compensation details are outlined in the posting.