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Technical Support Specialist jobs in Calgary, AB

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    • In this role, you will connect directly with customers to diagnose and resolve technical challenges, while also recognizing opportunities to recommend Xplore’s…
    • Reporting to the Regional Performance Director, the Support Specialist is responsible for providing technical support and assistance to franchisees.
    • Experience with ConnectWise Manage/Automate and remote support tools.
    • This role includes an after-hours on-call support-shift rotation monthly which may include…
    • Provide technical support for machines and Internet connection.
    • Excellent communication skills, both with technical and non-technical users.
    • Minimum of 2 years of experience in a technical support or IT service desk environment.
    • Work within a small close-knit team to provide technical support and…
    • 4+ years of experience in IT support, systems support, or IT operations.
    • Provide white-glove support to leadership and operational teams.
    • Établir de solides relations professionnelles de travail avec divers intervenants et membres de l’équipe.
    • Prêter assistance dans la préparation de notes de…
    • Provide technical and escalation support for assurance application software.
    • Excellent communication skills with the ability to translate technical issues into…
    • Provide technical support relating to desktop, laptop, printers, scanner configuration and mobile devices.
    • Provide deskside support to team members both locally…
    • Provide engineering support for ongoing outages through direct interaction with field service personnel and providing technical support for outage planning…
    • 2-5 years of hands-on experience in IT support or related roles.
    • Prioritizing IT security protocols, collaborating with the team to support a zero-trust…
    • Ensure the service desk support teams deliver professional, customer-focused, and high performing support.
    • 5+ years of experience in an IT support role.
    • Ability to communicate clearly and effectively with both technical and non-technical users.
    • Translate business needs into clear technical requirements for…
    • Experience in a technical customer service or help desk support role.
    • Provides appropriate escalation of support requests for expedient resolution.
    • Participate in the creation and ongoing maintenance of a knowledge base on technical issues.
    • Provide deskside support for calls that cannot be resolved over the…
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Job Post Details

Technical Support Specialist - BIL - job post

Xplore Inc
2.6 out of 5 stars
Calgary, AB•Remote
Full-time
Responded to 51-74% of applications in the past 30 days, typically within 1 day.

Job details

Job type

  • Full-time

Benefits

Pulled from the full job description

  • Dental care

Full job description

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Xplore is seeking a Bilingual Technical Support Specialists to join our growing team! We are looking for self‑disciplined and innovative individuals with exceptional customer service skills who are motivated to apply these strengths in a role that combines technical support with identifying and addressing customer needs. In this role, you will connect directly with customers to diagnose and resolve technical challenges, while also recognizing opportunities to recommend Xplore’s suite of products and services that best support their needs.

Xplore offers a high energy, fast-paced work environment where employee opinions and feedback are valued

We offer:

  • Competitive compensation package
  • $3.00/hour Bilingual Premium (French/English)
  • Bonus incentive opportunities up to $2,800 annually
  • Excellent company benefits including health and dental
  • Matched participation in group RRSP
  • Strong focus on internal promotion, career path development and training.
  • A robust training program to set you up for success


Key responsibilities include:

  • Advanced technical troubleshooting with customers to resolve concerns related to internet/network connectivity and email.
  • Collaborate with internal teams, including Channel Support and Network Operations, to investigate, escalate, and resolve complex technical issues as needed.
  • Accurately document, prioritize, and track customer tickets and technical issues to ensure timely resolution and effective follow‑up.
  • Maintain strong working knowledge of Xplore products, services, and troubleshooting procedures, while staying current on relevant technology and industry advancements.
  • Identifying opportunities to promote and sell Xplore’s suite of products and services by understanding customer needs and recommending appropriate solutions.
  • Maintain accurate and up‑to‑date customer records across multiple systems, with strong attention to detail.
  • Supporting reporting, documentation, and administrative activities as required to meet operational and compliance standards.
  • Consistently meeting or exceeding service, quality, sales, and performance targets while contributing to overall business objectives.


The ideal candidate will possess:

  • Bilingualism (French/English) is required, with the ability to communicate clearly, professionally, and confidently with customers in both languages.
  • Completion of post-secondary education in a related field (or equivalent level of experience).
  • Previous experience in a contact center environment and/or strong customer service experience is an asset.
  • Demonstrated knowledge of technical support methodologies, tools, and troubleshooting techniques used to identify, diagnose, and resolve connectivity and system-related issues.
  • Strong computer proficiency with the ability to analyze technical problems, think critically, and deliver effective, timely solutions.
  • Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is considered an asset
  • Demonstrated customer‑centric mindset, with the ability to build rapport, understand customer needs, and deliver effective solutions.
  • Comfort engaging in conversations with customers, understanding their needs, and recommending relevant products or service enhancements where appropriate.
  • Self‑motivated and results‑oriented, with the ability to work independently, manage competing priorities, and meet service and sales performance targets.
  • Strong sense of accountability, integrity, and professionalism when handling customer interactions, sensitive information, and service commitments.

#XploreJobs


Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

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