Job Description

Tech Support Specialist - Bilingual FRENCH-ENG(Work from home) : 1196712 **VACCINATION REQUIREMENT**

Staples Professional is committed to taking every reasonable precaution to protect our associates, our customers and the communities we operate in. In an effort to support our customers requirements full 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 Professionals 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 process. Staples Professional is committed to taking every reasonable precaution to protect our associates, our customers and the communities we operate in. In an effort to support our customers requirements full 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 Professionals 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 process.

**PURPOSE OF JOB**

This Technical Customer Support position is a frontline Call Centre/Chat role that will assist in facilitating solutions of all services and troubleshooting technology, computer hardware, peripheral and software related issues to both external customers as well as store associates. For technical calls, this role requires applying a systematic review, accurate diagnosis and problem solving of hardware and software related issues. Recommends tech service paths to customers based on information to provide the customer with the most convenient service. The Services Advisor Representative will utilize information on file or through previous experience to respond to technical inquiries from Customers. They will make recommendations and facilitate accepted solutions through correct service paths to customers to resolve their services request and/or repair their device including Remote, in store or on-site IT Solutions. They will be responsible for selling and sharing the value of services including services subscriptions. The objective of this position is to provide the highest level of customer service and enhance the product ownership experience through the resolution of service and technical related issues.

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

* Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review; attends training updates as required by industry certifications or company requirement

**Location(s)**

: CA-QC-Montreal

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