[Hiring] Bilingual Tech Support Specialist @Staples Canada

Role Description

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 and be responsible for selling and sharing the value of services including service subscriptions.

• 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 the remote platform.
• 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 limited product lines.
• Support frontline operations, including but not limited to handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, and triaging inbound contacts across multiple service paths.
• 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.).

Qualifications

• Degree, diploma, or certificate in technical or networking field.
• A+ certification preferred.
• 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.

Benefits

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Learning & Development programs
• And more…

Company Description