Technical Support and Rma Administrator

3 weeks ago

Markham, Canada Advanced Skytech Canada Ltd. Full time

**Company Profile**:
Advanced Skytech Canada Ltd. (hereinafter referred to as STGCA) is one of the largest technology, services and consulting organizations in refurbished computers industry cross North America. After over 19 years of development, STGCA has become North America’s most competitive refurbished computer enterprise with the highest level of modernization.

**Why work for STG**:

- Receive working exp on the assembly well-known computer brands
- Bi-weekly payment through direct deposit
- Paid Statutory Holidays+ vacation benefit +insurance benefit
- Friendly, inclusive and clean working environment

**Key Responsibilities**:
The role involves delivering service and support to end-users, diagnosing and resolving computer hardware and software issues, and maintaining clear communication with customers. As an RMA technician, the responsibilities include identifying and repairing hardware malfunctions, assembling and configuring parts, and ensuring compliance with product specifications and company policies. Additionally, the position requires meeting performance quotas, providing input on best practices, and contributing to the continuous growth of the company. The role is dynamic and will evolve over time according to the needs of the business.

**Customer Service**:

- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about computers and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve computer hardware and software issues
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Redirect problems to appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary

**RMA technician**:

- Perform physical and investigative process to identify any of the computer malfunctions from an incorrect minor setting to replace hardware and/or entire operating system.
- Repair a range of peripherals including input devices and output devices.
- Inspect, test, adjust and evaluate of incoming computer hardware and electronic components and assemblies to ensure conformance with product specifications and tolerances.
- Properly rebuild or configure parts to customers’ requirements with updated software packages.
- Assemble part and components into computers as required.
- Achieve target quota and any other operation related responsibilities may be added as the company continues to grow.
- Provide input on best practices, policies and procedures with respect to the others.
- Follow all procedures in compliance of STG standard policy and operation regulations.
- Any other operation related responsibilities may be added as the company continues to grow

**Minimum Qualifications and Requirements**:

- Must have the basic knowledge of computers
- Available to work on a flexible schedule to meet customer demand
- Excellent active listening and communication skills
- Customer Champion: passionate about providing world class customer service
- Strong problem-solving skills and ability to deal with customers diplomatically and effectively in a fast-paced environment
- Punctual and committed to work schedules
- Must have superior verbal communication and interpersonal skills with a professional telephone manner
- Able to multitask in a fast-paced environment - strong team work skills and accountability
- Ability to learn ERP software
- Must have strong computer literacy, windows and Internet navigation knowledge, must be able to use Excel

**Job Types**: Full-time, Permanent

Pay: $36,000.00-$40,000.00 per year

**Benefits**:

- Casual dress

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Application question(s):

- Do you speak Mandarin?
- How many years of repairing computer experience do you have?
- Are you familiar with PC Hardware?

**Experience**:

- IT support: 1 year (preferred)

Work Location: In person

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