Bilingual Tech Support Specialist

Staples Canada

2d•Remote

About The Position

As a Tech Support Specialist, you will be responsible for providing efficient, quality tech support to our customers. This is a frontline call center and chat role where you will troubleshoot technology, computer hardware, and software-related issues for external customers. You will recommend timely, intelligent service paths to customers. In this exciting role, you will be responsible for selling and sharing the value of services, including service subscriptions.

Requirements

Degree, diploma, or certificate in a technical or networking field.
Advanced technical troubleshooting skills and ability to resolve complex technical issues.
Advanced knowledge of technology & operating systems (Windows, MacOS, Chrome OS, iOS, Android).
Verifiable and demonstrated skill in performing services/upgrades to all types of computers.
Bilingual in French and English.
5+ years in a technical field with a focus on repairs and troubleshooting.
3+ years in a customer service environment.
Demonstrated experience in managed devices and networking support.

Nice To Haves

A+ certification preferred.

Responsibilities

Handle inbound and outbound contacts, delivering technical support services for external customers.
Handle inbound remote connections, delivering technical support services for external customers.
Assist customers in connecting to remote platforms.
Actively engage in service solutions sales, recommending company products and services.
Check for payment and subscription validation in customer accounts.
Diagnose technical issues using a systematic listening and probing approach.
Consult internal tools, databases, manuals, and internal resources for information on resolution procedures.
Initiate dispatch procedures for hardware pickup/shipment as appropriate for a limited product line.
Support frontline operations, including but not limited to, handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, triaging inbound contacts across multiple service paths, etc.
Leverage all available support channels, resources, and platforms to enhance customer experience and productivity.
Warmly transfer customers to the appropriate team to efficiently complete services.
Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.).