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Technical Advisor

2 months ago

Calgary, Alberta, Canada StarTech Full time
About the Role

We are seeking a highly skilled Technical Advisor to join our dynamic Customer Support Department at StarTech. As a Technical Advisor, you will play a pivotal role in providing exceptional technical support and guidance to our valued customers.

Key Responsibilities
  • Technical Support:
    • Act as the primary point-of-contact for customers, providing best-in-class support for all active and discontinued products, resolving issues with installation, troubleshooting, configuration, interoperability, and compatibility.
    • Provide remote assistance support via LogMeIn Rescue to login, troubleshoot, and resolve issues on a customer's behalf.
  • Product Recommendations & Solution Building:
    • Assess customer needs using probing questions and recommend appropriate products.
    • Offer innovative solutions tailored to meet unique customer requirements.
    • Identify sales opportunities and escalate to the appropriate internal teams.
  • Internal Support & Assistance:
    • Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products.
  • Documentation & Case Management:
    • Gather and document each interaction with a customer in the Customer Relationship Management platform.
    • Regularly follow up and attempt to resolve any outstanding customer issues.
Requirements
  • Post-secondary education, preferably in an IT-related discipline.
  • Relevant work experience (IT helpdesk, computer repair, computer technician) with a passion for technology.
  • Experience providing exceptional customer service/support.
  • Knowledge of the IT industry, including connectivity, hardware, and peripherals.
  • Intermediate level of knowledge of computer/peripheral hardware.
  • Excellent verbal/written communication skills.
  • Ability to successfully communicate with and support customers with varying degrees of technical knowledge.
  • Detail-oriented with strong analytical skills and problem-solving capabilities.
  • Strong time management skills and the ability to prioritize in a fast-paced environment.
Preferred Qualifications
  • Experience with remote support software and tools for troubleshooting.
  • Additional languages to support our global customers.
  • Familiarity with new and emerging technology.
  • Certifications such as A+ and Network+ through CompTIA.
What We Offer
  • A comprehensive 8-week paid training program.
  • Comprehensive Benefit Plan and RRSP Matching.
  • Competitive Vacation Policy.
  • Fitness Subsidy.
  • Training and Development Program.
  • Paid Charity Day and Regular Company Fun Events.
  • Casual Dress Code.
  • Bonus Plan.