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Bilingual Remote Computer Tech - Work from home

Full Time
3 days ago
The RST (Remote Support Technician) is responsible for completing tech service requests across all remote channels including warranty, subscription and retail. The RST is a work from home position.

Primary duties and responsibilities

Responsibilities include but are not limited to:

    • Managing customer and retail associate interaction via telephone and chat
    • Connecting remotely to customer and retail devices to provide service.
    • Setting the best expectations including service times and pricing
    • Remotely troubleshoot computer hardware, peripheral and software related issues
    • Process payment and/or confirm/sell membership/subscription
    • Create work orders/tickets as needed
    • Direct requests to the correct support team as needed
    • Identify and recommend additional solutions to all customers
    • Establish and maintain service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work.
    • Up-hold the highest of professional standards when performing work
    • Ensure high quality execution of technology services to maximize customer satisfaction and minimize rework.
    • Ensure work performed is well documented and tickets have proper updates.
    • Flexibility to work various shifts including nights and weekends.
    • Flexibility to switch from one queue to another as volume flow dictates
    • Understand and adhere to all privacy and information management policies and procedures.
    • Effectively resolve all customer concerns and escalate to management when necessary.
    • Check all sources of communication for information (email, Microsoft Teams, OneNote etc.).
    • Attend meetings using webcam on a regular basis
    • Communicate with Customers (Internal / External) regularly to discuss service events, provide updates and support.
    • Communicate with management and stores regarding jobs that require follow-up or ones that hold special circumstances .
    • Always represent Staples and its employees in a positive and professional manner
    • Collaborate with Staples Associates across various business units as necessary to ensure timely high-quality results.
    • Identify and communicate suggestions for process improvements to stores and management.
    • Work autonomously while adhering to standardized procedures.
Knowledge and skill requirements

    • A passion for technology and assisting others troubleshoot and resolve issues, or enhance their experience with their technology
    • Technical knowledge of computers & operating systems (Windows, MacOS X).
    • Technical understanding of Internet, search engine, and networking required.
    • Verifiable and demonstrated skill in performing services/upgrades to all types of computers.
    • Incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution.
    • Capacity to communicate with customers effectively using a variety of mediums.
    • Ability to resolve customer concerns in a diplomatic manner.
    • Ability to make decisions with integrity that supports company guidelines and makes good business sense.
    • Ability to multi-task and work in a very fast paced environment.
    • Ability to plan, organize and prioritize efficiently and effectively to handle their daily responsibilities and serve our customers.
    • Ability to work effectively with ongoing distractions is necessary.
    • Can engage appropriately and work as part of a team.
    • Capacity to work independently and seek out assistance as required.
    • High proficiency in English language skills (written & oral).
    • High Bilingual (French/English) proficiency (written & oral) preferred in positions requiring French language support.

Physical demands and working conditions

    • Conditions of the work environment are such that minor stress or physical discomfort may occur.
    • Minimum internet speed of 50Mbps down and 10Mbps up is required.
    • May be required to work alternate shifts or flex start and end times to ensure coverage
    • Travel may be required for meetings.

Recommended Qualifications


    • 1 or more years' experience with PC maintenance/repairs
    • Experience servicing customers' devices in a face to face environment is an asset
    • 2+ years serving customers in customer-service and/or retail capacity.


    • Successful completion of high school or greater.
    • A+ Certification is an asset.
Information Technology