Bilingual Tier I Technician – English/French

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

📋 Description

• Deliver first-level technical assistance to end users through phone, chat, and email.

• Diagnose and resolve issues related to mobile devices, connectivity, and account services.

• Create and manage tickets in ServiceNow, ensuring precise documentation of problems and solutions.

• Process MACD requests (Moves, Adds, Changes, and Disconnects).

• Assist with the activation and initial setup of mobile devices for first-time users.

• Guide users in placing orders through their self-service mobility portals.

• Handle inbound calls, chats, and voicemails in a high-volume contact center setting.

• Uphold quality assurance and service performance standards.

• Collaborate with other teams to support overflow tasks and service requests.

• Cross-train for additional responsibilities within the Contact Center team as necessary.

• Provide frontline technical and customer support for enterprise and government clients utilizing mobile devices and mobility solutions.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1–2 years of experience in customer service, technical support, or a contact center environment is preferred.

• Experience in supporting mobile devices or collaborating with mobile carriers (e.g., Verizon, AT&T, T-Mobile) is preferred.

• Bilingual in French and English.

• Strong verbal communication and problem-solving abilities.

• Capable of guiding users through troubleshooting processes with clarity and patience.

• Excellent attention to detail and documentation skills.

• Comfortable operating in a fast-paced, high-volume support environment.

• Proficient with computers and various technology platforms.

• Ability to multitask and handle multiple support requests simultaneously.

• Dependable attendance and flexible scheduling.

• Willingness to work overtime when necessary.

• CompTIA A+ certification (or equivalent technical certification) is preferred.

• Experience with ServiceNow or other IT ticketing systems is preferred.

• Familiarity with mobile device management (MDM) tools is preferred.

• Experience with Active Directory / AD Manager is preferred.

• Proficient in Microsoft Office is preferred.

• Typing speed of 40+ words per minute is preferred.

• Ability to work independently with minimal supervision is preferred.

• Must be a U.S. Citizen.

• Weekend shifts (Saturday/Sunday) are required.

🏝️ Benefits

• Virtual health visits.

• Commuter perks.

• Pet insurance.

• Entertainment discounts.

• Annual performance reviews.

• Tuition assistance.

• Internal career growth opportunities.

• Generous 401(k) matches.

• Life insurance.

• Disability insurance.

• Financial wellness tools.

• Annual awards.

• Service anniversaries.

• Referral bonuses.

• Peer-to-peer shoutouts.

• Healthcare coverage.

• Wellness programs.

• Flu shots.

• Biometric screenings.