About the role

Bilingual Tier I Help Desk Technician providing end user support for managed services operations. Answering calls, chats, resolving tickets, and assisting users with mobile devices.

Responsibilities

Provide end user support for our managed services operations in Canada
Answer phone calls, provide support using chat functionality, and resolve tickets and orders
Create tickets for MACD requests (moves, adds, changes, and disconnects)
Assist with activation of mobile phones and configuring the device for first time use
Assist users with placing orders in their online portal
Answer inbound phone calls
Respond to voicemails
Answer inbound chats
Maintain satisfactory quality assurance scores
Assist other teams with overflow work

High school diploma or equivalent
1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint (preferred)
1-2 years of experience within Inbound Contact Centers (preferred)
A+ Certification (a plus)
Must be fluent in French Canadian
Regular and reliable attendance
Strong communication skills to communicate with end users over the phone
Ability to work overtime to complete projects
Proficiency in using computers and technology
Strong attention to detail and organizational skills
Multitasking skills and ability to keep up in a fast-paced work environment
The ability to utilize critical thinking to complete tasks.
Ability to work independently without relying on significant management oversight
Proficiency to use Microsoft Office products
Experience working for a mobile carrier or equivalent
Proficiency in typing, expected minimum of 40 words per minute
Experience using Service Now or ticketing solutions
Experience with Five9 soft-phone platforms
Experience with AD manager, MDM, etc.