Technical Support Specialist

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.

Are you a new grad from a technical program? An experienced job seeker looking for a new and exciting opportunity? Or someone with a passion for technology and experience in troubleshooting? Then join Xplore’s growing team of Technical Support Specialists in our Cornall, ON/Woodstock, NB/ Fredericton, NB office!

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


We offer:

Pays additional $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
Key responsibilities include:

Advanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and email
Providing an excellent customer experience by interacting with customers in a courteous, knowledgeable and professional manner.
Liaise with internal departments to investigate and escalate technical issues as appropriate including Channel Support and Network Operations
Documenting and prioritizing trouble tickets and technical issues on customer accounts
Maintaining extensive knowledge of technical troubleshooting for Xplore products and staying current on relative technology advancements

The ideal candidate will possess:

Completion of post-secondary education in a related field (or equivalent level of experience)
Knowledge of approaches, tools and techniques for anticipating, recognizing and resolving technical issues
Previous customer service experience is an asset
Strong computer and troubleshooting skills with the ability to analyze and solve problems
Solid working knowledge of the Microsoft Operating Systems; experience with MAC and/or Linux is an asset
Strong communication skills, verbal and written, with the ability to communicate effectively with customers in technical and non-technical terms
Self-motivated and driven with good time management and organizational skills
Ability to follow guidelines and strong attention to detail
Ability to prioritize and multi-task while adapting in a fast-paced work environment
Bilingualism is an asset (French/English)

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.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs