Helpdesk Technician

**Job description**

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 contacts, delivering technical support services for external customers.
- Handle inbound remote connections, delivering technical support services for external customers.
- Assists customers in connecting to remote platform
- Facilitate expeditious, appropriate solutions to ensure customer loyalty.
- Actively engage in service solutions sales, recommending company products and services.
- Charge customers remotely (via link) for services
- Checks for payment and subscription validation in customer account Diagnoses technical issues using systematic listening and probing approach
- Research for relevant product / repair information.
- Perform follow ups on existing cases and close cases as appropriate.
- Consults internal tools, database, manuals, and internal resources for information on resolution procedures
- Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line
- Review updates regularly to remain current with product offerings
- Ensure the defined personal KPI objectives are met or exceeded
- 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.
- Support frontline operations, including but not limited to, handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, triaging inbound contacts across multiple service paths, etc.
- 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.
- Represent the team and business in a highly professional manner at all times.
- A quiet workspace is required so that there is no background noise while speaking with Customers.
- Exclusively utilize Staples issued tools to perform the responsibilities of the role, while ensuring all access and usage are strictly used for business only. Company issued tools and equipment are not for personal use.
- Maintain a high standard of availability to take calls while on shift. Maximize handle time and call wrap-ups.

**Customer Service**
- Set appropriate expectations to our customers, including service times and general repair steps
- Recommend, sell, and transact a variety of services and subscriptions to our customers
- Establish and maintain service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work
- Seek feedback from customers to ensure a positive experience
- Review negative feedback to adjust and learn from negative experience
- Minimize reworks through high quality execution and testing to maximize customer satisfaction
- Understand and adhere to all privacy and information management policies and procedures
- Effectively resolve all customer concerns and escalate to management when necessary

**Administration & Teamwork**
- Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)
- Maintain detailed records/notes in various platforms as required
- Complete various administrative tasks as assigned by the supervisor or manager. This includes, but is not limited to, third-party programs, special projects, etc.
- Participate in process or system improvement projects as requested
- Contribute to team environment and participate in meetings leveraging technology and equipment.
- Collaborate with operational support team to log, manage, and publish technical issues and resolutions to the internal knowledge base
- Identify and communicate suggestions for process improvements to management.
- Collaborate with Staples Associates across various business units as required to ensure a seamless customer experience

Pay: $40,000.00-$50,000.00 per year

Application question(s):

- What is your Visa type?
- Are you fine with $40000-50000 CAD annual pay?