Tech Support Specialist
2 weeks ago
: 1237453
**PURPOSE OF JOB**
Staples is committed to taking every reasonable precaution to protect our associates, our customers and the communities we operate in. To support the health and safety of our associates, COVID-19 vaccination is an essential requirement of this position. As such, all offers of employment will be conditional upon either (i) proof of full COVID-19 vaccination or (ii) proof of need for accommodation under relevant human rights legislation, and Staples determination that the requested accommodation can be provided without undue hardship. You will be required to submit proof of full vaccination or proof of need for accommodation during our background screening proces
**PRIMARY DUTIES AND RESPONSIBILITIES**
- Receives inbound calls/chats from customers for information on services, tech services and/or advanced troubleshooting of technical products using defined problem-solving methodology
- Actively engage in service solutions sales. Facilitate appropriate solutions to ensure customer loyalty. Check for existing cases and construct individual case reference files and updates case management data base / logs, documents new case or updates case information
- For remote IT pathway can explain benefits of offers to customers
- Charge customers remotely (via link) for services
- Checks for subscription validation in customer files in ETS
- Assists customers in connecting to remote platform
- Assists in managing remote que and handing off tickets to available technicians
- Schedule customers in booking tool for tech repair services
- Document product concerns; track and forward to Team Manager
- Filter problem using listening and probing skills to determine root cause.
- Provide information, data and direction to the path options as required.
- Research for relevant product / repair information.
- Perform follow ups on existing cases and close cases as appropriate.
- Diagnoses end user problems using systematic listening and probing approach
- Consults internal tools, computerized data base, manuals, circulars or internal resources for information on resolution procedures
- Provides information and direction as required for simple problem resolution
- Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line
- Review updates regularly to remain current with product offerings
**PHYSICAL DEMANDS / WORKING CONDITIONS**- Ability to cover business needs to support program (confirm hours; eventually 24/7)**RECOMMENDED QUALIFICATIONS**
**Knowledge / Skill Requirements**:
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills.-
- Professional and courteous manner.-
- Ability to work independently and within a Team environment from home and office with mínimal supervision.-
- Ability to multi-task and work in a very fast paced environment.-
- Extraordinary customer service orientation-
- Must be adaptable to change-
- Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution-
- Ability to coordinate and communicate effectively with other business partners to maintain exceptional high service levels in a demanding environment-
- Maintains constructive working relationships despite differing perspectives-
- Ability to negotiate skillfully in difficult situations with both internal and external groups-
- Thinks critically and anticipates, recognizes, identifies and develops solutions to problems in a timely manner-
- Ability to take initiative with strong learning skills and easily adapts to new or different changing situations, requirements or priorities-
- Computer literate with Windows, MAC, iOS, Android based Operating Systems experience.-
- Technical understanding of Internet, search engine, and networking required.-
- Familiar with AS400 environment-
- Proficient using MS Office, excel, word, PowerPoint, etc.-
- Strong working knowledge of computer hardware and software issues-
- Bi-Lingual English/French.-
- Familiarity with remote diagnostic software and ability to use it effectively for the purposes of fulfilling job requirements.**Experience**:
- 1 year of help desk or 1 year technical troubleshooting plus a minimum of 2 years customer service experience preferred.**Education**:
- Post secondary education in a related field preferred-
- A+ certification preferred#bringyourpassion
**Job** Customer Service/Contact Centers
**Location(s)** CA-Ontario
**Other Locations** CA-ON-Mississauga, Canada
**Schedule** Full-time
**Employment Statement
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