Bilingual Tier 1 Helpdesk (NB)
$40,560–$40,560 year
On-siteNew Brunswick, Canada
Job Summary
Monitor tickets for new customer requests via Zendesk and respond to inquiries in English and French within established service level timeframes. Assist residential and business customers with troubleshooting smart home devices, mobile peripherals, printers, email access, account settings, and connectivity issues. Diagnose concerns by reviewing symptoms and providing remote support for installation, configuration, and device problems. Handle basic Microsoft 365, Google Workspace, and cloud-service inquiries, including account access and password resets. Escalate complex technical or vendor-related issues to appropriate teams while documenting all interactions accurately. This role supports a 24/7, 365-day department with rotating shifts including mornings, evenings, overnights, weekends, and holidays. Fluency in both English and French is required, along with experience supporting Windows, macOS, and peripheral devices.
Required Qualifications
- Bilingual Tier 1 Technical Support Representative
- Strong communication in both English and French
- Support customers through phone, chat, and ticket interactions
- Troubleshoot common technical issues involving home smart devices, mobile devices, printers and other peripherals
- Email access support
- Account settings support
- Connectivity concerns support
- General software or hardware-related problems support
- Software licensing questions support
- License adjustments support
- Account access support
- Order-related inquiries support
- Basic support for cloud-based services
- Investigate technical concerns
- Ask effective questions
- Identify the cause of the issue
- Provide practical solutions
- Document each interaction accurately
- Patience
- Professionalism
- Strong problem-solving skills
- Ability to explain technical information in a simple and customer-friendly way
- Excellent service in both English and French
- Flexibility with scheduling
- Comfortable with rotating schedules
- Full availability to meet the scheduling needs of the department
- Monitor tickets for new customer requests
- Respond to customer inquiries within established service level timeframes
- Use Zendesk platform
- Assist residential customers with common technical issues related to smart home devices, mobile devices, printers, email access, account settings, and general connectivity concerns
- Diagnose customer concerns by asking clear questions
- Reviewing symptoms
- Confirming recent changes
- Identifying the most likely cause of the issue
- Provide remote support, including installation guidance
- Configuration assistance
- Account access support
- General device troubleshooting
- Assist business customers through tickets and phone calls with account-related questions
- Email concerns support
- Service inquiries support
- Basic SaaS support
- General troubleshooting requests
- Assist with basic Microsoft 365, Google Workspace, and similar cloud-service inquiries
- Account access support
- Email setup support
- Password issues support
- General user guidance
- Support basic license-related requests, including license adjustments
- Order entries support
- Discount applications support
- General account updates as required
- Escalate complex technical issues, advanced account concerns, or vendor-related issues to the appropriate support teams when required
- Document all customer interactions, troubleshooting steps, outcomes, and next actions accurately
- Communicate clearly and professionally across all support channels
- Handle multiple tickets, chats, calls, and follow-ups efficiently
- Maintain quality, accuracy, and a positive customer experience
- Call Center experience
- Fluency in both English and French
- Quebec or New Brunswick French preferred
- Strong technical background and troubleshooting skills
- Excellent written and verbal communication skills in both languages
- Experience supporting Windows, macOS, and peripheral devices (printers, routers, IoT)
- Familiarity with SaaS and cloud platforms (Microsoft 365, Google Workspace)
- Strong organizational and multitasking skills in a high-volume environment
- Ability to work independently and take ownership of assigned cases
- A positive, team-oriented attitude and commitment to exceptional service
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.