Senior Tech Support Specialist (Contract)

Staples Canada

8h•Remote

About The Position

As a Senior Tech Support Specialist, you will be responsible for handling technical escalations and advanced troubleshooting to provide quality support to our customers and subscribers. You will play a vital role in increasing subscriber satisfaction and retention by maximizing your technical knowledge to increase our first contact resolution rate. In this exciting role, you will take ownership of the technical escalation process and related customer follow-up, researching solutions to complex technical issues. Each day will be challenging, fast paced, meaningful and rewarding.

Requirements

A+ certification required
Degree, diploma, or certificate in a technical or networking field
5+ years in a technical field with focus on repairs and troubleshooting
3+ years in a customer service environment
Demonstrated experience in managed devices and networking support
Advanced technical troubleshooting skills and ability to resolve complex technical issues
Strong communication and customer service skills
Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills
Ability to work independently and in a team environment
Professional and courteous demeanor
Detailed problem solving and sound decision-making skills
Ability to manage flexible working hours
Advanced knowledge of technology & operating systems (Windows, MacOS, Chrome OS, iOS, Android).
Advanced technical understanding of Internet, search engine, and networking required.
Verifiable and demonstrated skill in performing services/upgrades to all types of computers.
Knowledge in networking and device management
Advanced Incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution.
Ability to plan, organize and prioritize effectively to handle daily responsibilities and serve our customers.

Nice To Haves

Bilingual preferred

Responsibilities

Handle inbound and outbound contacts, delivering on the requirements for various approved Staples programs (internal and customer-facing)
Ensure the defined personal KPI objectives are met or exceeded
Provide a positive customer experience by leveraging strong and professional communication skills, gaining a thorough understanding of the problem, systematically and efficiently diagnosing and resolving the problem using approved processes.
Support frontline operations as required, 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
Investigate technical escalations and conduct follow up calls as required, ensuring our customer requirements are fully met in a timely manner
Set appropriate expectations to our customers, including service times and general repair steps
Recommend, sell, and transact a variety of services and subscriptions to our customers
Review negative feedback to adjust and learn from negative experience
Effectively resolve all customer concerns and escalate to management when necessary
Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)
Collaborate with operational support team to log, manage, and publish technical issues and resolutions to the internal knowledge base
Establish and maintain service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work