Bilingual (FR/EN) Tech Support Specialist (Remote)

Some of what you will do:
As a Tech Support Specialist, you will be responsible to provide efficient, quality tech support to our customers. This is a frontline call Centre 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 services subscriptions.

Specifically, You Will:

• Handle inbound and outbound contacts, delivering technical support services for external customers.


• Handle inbound remote connections, delivering technical support services for external customers.


• Assists customers in connecting to remote platform


• Facilitate expeditious, appropriate solutions to ensure customer loyalty. 


• Actively engage in service solutions sales, recommending company products and services.


• Charge customers remotely (via link) for services


• Checks for payment and subscription validation in customer account Diagnoses technical issues using systematic listening and probing approach


• Research for relevant product / repair information.


• Perform follow ups on existing cases and close cases as appropriate.


• Consults internal tools, database, manuals, and internal resources for information on resolution procedures


• Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line


• Review updates regularly to remain current with product offerings


• Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review; attends training updates as required by industry certifications or company requirement


• 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, 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.


• Represent the team and business in a highly professional manner at all times. 


• A quiet workspace is required so that there is no background noise while speaking with Customers.


• Exclusively utilize Staples issued tools to perform the responsibilities of the role, while ensuring all access and usage are strictly used for business only. Company issued tools and equipment are not for personal use.


• Maintain a high standard of availability to take calls while on shift.  Maximize handle time and call wrap-ups.

Customer Service

• 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


• Establish and maintain service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work


• Seek feedback from customers to ensure a positive experience


• Review negative feedback to adjust and learn from negative experience


• Minimize reworks through high quality execution and testing to maximize customer satisfaction


• Understand and adhere to all privacy and information management policies and procedures


• Effectively resolve all customer concerns and escalate to management when necessary

Administration & Teamwork

• Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)


• Maintain detailed records/notes in various platforms as required


• Complete various administrative tasks as assigned by the supervisor or manager. This includes, but is not limited to, third-party programs, special projects, etc.


• Participate in process or system improvement projects as requested


• Contribute to team environment and participate in meetings leveraging technology and equipment.


• Collaborate with operational support team to log, manage, and publish technical issues and resolutions to the internal knowledge base


• Identify and communicate suggestions for process improvements to management.


• Collaborate with Staples Associates across various business units as required to ensure a seamless customer experience                                                                        

Some of what you need:
•    A+ certification preferred
•    Degree, diploma, or certificate in a technical or networking field
•    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
•    High attention to detail
•    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.
•    Capacity to communicate with customers effectively using a variety of mediums. 
•    Ability to make decisions with integrity that supports company guidelines and make good business sense. 
•    Ability to multi-task and work in a very fast paced environment. 
•    Ability to plan, organize and prioritize effectively to handle daily responsibilities and serve our customers. 
•    Ability to work effectively with ongoing distractions is necessary. 
•    Can engage appropriately and work as part of a team. 
•    Capacity to work independently and seek out assistance as required. 
•    High proficiency in written and oral language skills – English / French
•    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

Some of what you will get:
•    Associate discount
•    Health and Dental benefits
•    RRSP/DPSP
•    Learning & Development programs
•    And more...
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