Tech Support Specialist

6 months ago

Montréal, Canada Bureau en Gros Full time

: 1249163

**Who we are**

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.

If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**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 voice and remote contacts, delivering technical support services for external customers.
- 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.
- 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.
- Maintain a high standard of availability to take calls while on shift. Maximize handle time and call wrap-ups.
- Recommend, sell, and transact a variety of services and subscriptions to our customers

**PHYSICAL DEMANDS / WORKING CONDITIONS**
- Ability to cover business needs to support program (confirm hours; eventually 24/7)

**Some of what you need**:

- Experience in a technical field with focus on repairs and troubleshooting
- Experience in a customer service environment
- Advanced technical troubleshooting skills and ability to resolve complex technical issues
- Ability to manage flexible working hours
- Ability to plan, organize and prioritize effectively to handle daily responsibilities and serve our customers.
- High proficiency in written and oral language skills - English / French
- A quiet workspace is required so that there is no background noise while speaking with Customers.

**Some of what you will get**
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
- And more...

bringyourpassion

**Job** Customer Service/Contact Centers

**Location(s)** CA-QC-Laval

**Other Locations** CA-ON-Ottawa, Canada, CA-QC-Montreal, CA-Nova Scotia, CA-QC-Gatineau

**Schedule** Full-time

**Employment Statement

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