Tech Support Specialist

3 weeks ago

Montréal, Canada Bureau en Gros Full time

: 1237450

**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-QC-Laval

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

**Schedule** Full-time

**Employment Statement

  • Associate Sfs Tech Support Specialist

    1 month ago

    Montréal, Canada Intrado Full time

    Intrado is looking to hire an **Associate SFS Tech Support Specialist **in Canada to join our Life & Safety business segment. **Essential Duties**: - Responsible for providing advanced troubleshooting for customer related issues in adherence to departmental policies and procedures. - Perform advanced and escalated tasks to include troubleshooting and...

  • B2b Crc Technical Support Specialist

    4 hours ago

    Montréal, Canada Nestle Operational Services Worldwide SA Full time

    REIMAGINE WHAT COFFEE CAN BE..._ - At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better._ - By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience._ - To...

  • Community Support Specialist

    21 hours ago

    Montréal, QC, Canada Aylo Careers Full time

    Client Support and Onboarding Specialist Established in 2004, we are a tech pioneer offering world-class adult entertainment and games on some of the internet’s safest and most popular platforms. With the support of an international team of dynamic and collaborative innovators, we are on a mission to enable safe user experiences and empower our...

  • Support Technique à La Maintenance

    1 month ago

    Montréal, Canada Tetra Tech Full time

    **Pour Tetra Tech, c’est l’humain d’abord et avant tout. **Nous sommes conscients que nos gens sont notre force et c’est pourquoi nous en faisons notre priorité. Tetra Tech c’est 21 000 employés aux quatre coins du monde, c’est 4 milliards $ de chiffre d’affaires, et plus de 70 000 projets annuellement dans 100 pays. C’est également 3 500...

  • IT Tech Support Level 2

    19 hours ago

    Montréal, QC, Canada Polykar Inc. Full time

    Reporting to the System Administrator, the IT Tech Support Level 2 performs installation, repair and maintenance tasks on peripherals and networks. He will use his expertise to implement and support intermediate-level IT projects. He or she will provide technical assistance to various users. Provides technical support for various applications, software and...

  • IT Tech Support Level 2

    4 weeks ago

    Montréal, QC, Canada Polykar Inc. Full time

    Job description Reporting to the System Administrator, the IT Tech Support Level 2 performs installation, repair and maintenance tasks on peripherals and networks. He will use his expertise to implement and support intermediate-level IT projects. He or she will provide technical assistance to various users. Responsibilities Provides technical support...

  • Technical Support Specialist

    19 hours ago

    Montréal, Canada Volante Software Inc. Full time

    **_Volanté is an Enterprise SaaS Point-of-Sale company that prides itself on developing leading-edge hospitality technology. For the past two years, we have made Deloitte's Fast50 and Fast500 lists, in addition to Growth500's list of fastest growing companies in Canada. With a never-ending thirst for innovation and an increased workload, we're calling on...

  • Client Support and Onboarding Specialist

    21 hours ago

    Montréal, QC, Canada Aylo Careers Full time

    Client Support and Onboarding Specialist Established in 2004, we are a tech pioneer offering world-class adult entertainment and games on some of the internet’s safest and most popular platforms. With the support of an international team of dynamic and collaborative innovators, we are on a mission to enable safe user experiences and empower our...

  • IT Helpdesk Support Specialist Spécialiste de

    4 weeks ago

    Montréal, Canada WorkJam, Inc. Full time

    **WorkJam**’s mission? To provide the best Digital Workplace for frontline and hourly workers. Through our industry-leading Digital Frontline Workplace platform, we are positively impacting the lives of millions of frontline employees worldwide, enabling them to achieve breakthrough productivity levels at companies of all sizes._ _We’re proud of our...

  • Business Development Sales Specialist

    1 month ago

    Montréal, Canada Thought Technology Full time

    Inspiring. Empowering. Rewarding. Fun. These are some of the words people commonly use to describe their careers at Thought Technology Ltd. As a TTL employee, you're encouraged to be creative. Think outside the box and work with some of the industry's most innovative minds on high-impact projects. Be a part of designing and delivering cutting edge medical...

  • Business Development Sales Specialist

    3 weeks ago

    Montréal, Canada Thought Technology Full time

    Inspiring. Empowering. Rewarding. Fun. These are some of the words people commonly use to describe their careers at Thought Technology Ltd. As a TTL employee, you're encouraged to be creative. Think outside the box and work with some of the industry's most innovative minds on high-impact projects. Be a part of designing and delivering cutting edge medical...

  • Application Support Specialist

    1 month ago

    Montréal, Canada BOEING Full time

    At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for...

  • Application Support Specialist

    5 hours ago

    Montréal, Canada Navori Labs Full time

    Looking for an exciting opportunity to work for a global expanding business with a diverse international team? Look no further than Navori Labs! For our team in Montreal we are seeking a motivated and autonomous:Application Support Specialist (m/f)As an innovative Swiss software company, Navori Labs operates globally, providing high-end technology solutions...

  • Application Support Specialist

    4 weeks ago

    Montréal, Canada BOEING Full time

    At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for...

  • Responsable de Projets Majeurs en Environnement

    1 month ago

    Montréal, Canada Tetra Tech Full time

    **Propulsez votre carrière chez Tetra Tech!** Chef de file mondial en services de génie-conseil et ingénierie, nous offrons une culture d’entreprise conviviale et inclusive aux membres de notre belle équipe, afin de les aider à s’accomplir. Chez Tetra Tech, nos gens, c’est notre force : nous comptons plus de 27 000 employé(e)s partout dans le...

  • Directeur(Trice) de Projets

    1 month ago

    Montréal, Canada Tetra Tech Full time

    **Propulsez votre carrière chez Tetra Tech!** Chef de file mondial en services de génie-conseil et ingénierie, nous offrons une culture d’entreprise conviviale et inclusive aux membres de notre belle équipe, afin de les aider à s’accomplir. Chez Tetra Tech, nos gens, c’est notre force : nous comptons plus de 27 000 employé(e)s partout dans le...

  • Responsable de projets majeurs en environnement

    4 weeks ago

    Montréal, Canada Tetra Tech Full time

    Propulsez votre carrière chez Tetra Tech! Chef de file mondial en services de génie-conseil et ingénierie, nous offrons une culture d’entreprise conviviale et inclusive aux membres de notre belle équipe, afin de les aider à s’accomplir. Chez Tetra Tech, nos gens, c’est notre force : nous comptons plus de 27 000 employé(e)s partout dans le monde,...

  • Bilingual Client Content Specialist

    4 weeks ago

    Montréal, Canada Cision Full time

    Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours. Our Customer Content Specialist...

  • Agent(E) de Facturation

    1 month ago

    Montréal, Canada Tetra Tech Full time

    **Pour Tetra Tech, c’est l’humain d’abord et avant tout.** **Nous sommes conscients que nos gens sont notre force et c’est pourquoi nous en faisons notre priorité. Tetra Tech c’est 27 000 employés aux quatre coins du monde, c’est 4.5 milliards $ de chiffre d’affaires, et plus de 100 000 projets dans 125 pays annuellement. C’est également...

  • Support Specialist

    23 hours ago

    Montréal, QC, Canada Lightspeed Commerce Full time

    Payment Support Specialist (French Speaking) Apply Now Payment Support Specialist (French Speaking) at Lightspeed Commerce Montreal, Quebec, Canada Hi there! Lightspeed is seeking a customer service oriented individual to provide full-time technical assistance for our popular Payment Systems.The Payment Specialist will be counted on to provide Support...