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Bilingual Remote Computer Tech - Work from home

Location
Quebec
Details
Full Time
Yesterday
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

Experience

    • 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.


Education

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