Bilingual Technical Advisor (English & Spanish) - Canada

StarTech.com

2d•Onsite

About The Position

Join our dynamic Customer Support Department as a Technical Advisor, where you'll play a pivotal role in providing exceptional technical support and guidance to our valued customers. As the first point of contact, you'll utilize your expertise to address a wide range of product-related inquiries, from installation and troubleshooting to configuration and compatibility. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about technology, we invite you to apply and become an integral part of our team. The Customer Support Department at StarTech.com provides both technical and pre-sales support for StarTech.com partners and individual end users around the world. Our Technical Advisors access to over 4000 active products, and opportunities to periodically contribute to team or cross-departmental projects’ gaining not only a broad view of our organization but contributing to the overall success and continuous growth of a global organization. This is an existing opportunity with our Customer Support Team.

Requirements

Post-secondary education, preferably in an IT related discipline
Relevant work experience (IT helpdesk, computer repair, computer technician) with a passion for technology
Experience providing exceptional customer service/support
Knowledge of the IT industry, including connectivity, hardware and peripherals
Intermediate level of knowledge of computer/peripheral hardware
Excellent verbal/written communication skills
Ability to successfully communicate with and support customers with varying degrees of technical knowledge.
Detail oriented with strong analytical skills and problem-solving capabilities
Strong time management skills and the ability to prioritize in a fast-paced environment

Nice To Haves

Experience with remote support software and tools for troubleshooting
Additional languages to support our global customers
Familiarity with new and emerging technology
Certifications such as A+ and Network+ through CompTIA

Responsibilities

Act as the first point-of-contact for customers.
Provide best-in-class support for all active and discontinued products, resolving issues with installation, troubleshooting, configuration, interoperability and compatibility.
Provide remote assistance support via LogMeIn Rescue to login, troubleshoot and resolve an issue on a customer’s behalf.
Assess customer needs using probing questions and recommend appropriate StarTech.com products.
Offer innovative solutions tailored to meet unique customer requirements.
Identify sales opportunities and escalate to the appropriate internal teams.
Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products.
Gather and document each interaction with a customer in the Customer Relationship Management platform.
Regularly follow up and attempt to resolve any outstanding customer issues.