Bilingual French/English Tier 1 Technical Support Representative (TL1) – Remote, Long-Term Position

Callnovo is seeking experienced Tier 1 online support representative for one of our VIP client. They provided customized, effective solutions for both Windows and Mac Users year-round through remote connections.

As a Tier 1 Technical Support Representative (TL1), you will be the first point of contact for customers seeking technical assistance. This is a long-term, stable position with the flexibility to work from home. You will play a crucial role in troubleshooting basic technical issues, providing exceptional customer service, and escalating more complex problems to the Tier 2 team. This role requires strong communication skills, a customer-centric mindset, and a basic understanding of technical troubleshooting.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat, maintaining a professional and courteous demeanor.
• Conduct outbound follow-up communications as needed to provide technical support and resolve issues.
• Use remote access tools to perform basic troubleshooting and system optimization, including clearing temporary files, adjusting startup configurations, and updating software.
• Provide clear and concise answers to common customer questions about services and supported products.
• Accurately document interactions, technical issues, and troubleshooting steps in the ticketing system.
• Escalate unresolved or complex technical problems to the Tier 2 support team with detailed notes and diagnostics.
• Contribute to the overall improvement of services by sharing feedback and participating in process enhancement initiatives.

Job Requirements:

• Proficiency in French and English (upper-intermediate or higher)
• Basic understanding of personal computers in a Windows environment, including navigating settings, running system utilities, and basic application troubleshooting.
• Familiarity with antivirus programs, system cleaners, and common troubleshooting tools.
• A high degree of empathy, patience, and resourcefulness in handling customer concerns, ensuring satisfaction with every interaction.
• Ability to document cases thoroughly, multitask, and follow standard operating procedures.
• Strong listening and analytical skills to assess and address customer needs effectively.

Preferred Skills:

• Basic understanding of macOS systems.
• Interest in new technologies and a tech-savvy mindset.
• An enthusiastic team player with a commitment to continuous learning.
• Positive attitude and a solution-oriented approach to challenges.