Print Support Specialist

Staples Canada•Richmond Hill, ON

13d•Remote

About The Position

As a Print Support Specialist (PSS), you will be responsible for resolving complex print-related issues escalated from our Print Customers. You will manage cases involving print errors, damages, product inquiries, and quote requests related to Staples Print. This role requires strong communication and investigation skills as you collaborate with vendors, print hubs, retail stores, and internal partners to resolve customer concerns. Your focus will be on delivering timely, accurate, and customer-centric resolutions while driving long-term satisfaction across the Staples print experience. Specifically, You Will: Own and resolve escalated print cases, ensuring timely, high-quality outcomes for customers. Investigate medium complex issues (e.g., print quality, damaged orders, discrepancies, file errors, website issues and product and quote requests). Document case activity thoroughly and accurately in the appropriate tracking systems. Coordinate across internal teams and partners to drive resolution. Communicate clearly and professionally with customers via email, chat, and phone, keeping them informed throughout. Identify trends and share insights to improve processes, products, and overall customer experience. Support Team Goals: Work collaboratively with colleagues to achieve performance metrics, customer satisfaction targets, and operational objectives. Ensure compliance with quality standards and service-level targets for response and resolution times.

Requirements

Experience resolving escalated customer issues, preferably in print or eCommerce.
Strong written communication skills, especially in customer-facing emails.
High attention to detail and comfort navigating multiple systems and partners.
Demonstrated ability to manage multiple open cases while maintaining quality.
Strong problem-solving mindset with a focus on root cause resolution.
Ability to work collaboratively with internal and external stakeholders.
2-3 years in customer service, including case management or escalation roles.

Nice To Haves

Knowledge of print processes and products is a strong asset.
Previous experience in a print, production, or eCommerce support role preferred.
Degree, diploma or certificate in a related field an asset

Responsibilities

Own and resolve escalated print cases, ensuring timely, high-quality outcomes for customers.
Investigate medium complex issues (e.g., print quality, damaged orders, discrepancies, file errors, website issues and product and quote requests).
Document case activity thoroughly and accurately in the appropriate tracking systems.
Coordinate across internal teams and partners to drive resolution.
Communicate clearly and professionally with customers via email, chat, and phone, keeping them informed throughout.
Identify trends and share insights to improve processes, products, and overall customer experience.
Work collaboratively with colleagues to achieve performance metrics, customer satisfaction targets, and operational objectives.
Ensure compliance with quality standards and service-level targets for response and resolution times.