TECH SUPPORT SPECIALIST II (OPENS IN NEW WINDOW)

Job Description Tech Support Specialist II : 1201606 Description

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live.

At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions.

If thats you, lets work, learn and grow together.

We are building an inclusive and diverse team

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability.

If you have a disability or special need that requires accommodation, please let us know.

Some of what you will do

As a Senior Tech Support Specialist, you will be responsible for handling technical escalations and advanced troubleshooting to provide quality support to our customers and subscribers.

You will play a vital role in increasing subscriber satisfaction and retention by maximizing your technical knowledge to increase our first contact resolution rate.

In this exciting role, you will take ownership of the technical escalation process and related customer follow-up, researching solutions to complex technical issues.

Each day will be challenging, fast paced, meaningful and rewarding.

Specifically, you will :

• Handle inbound and outbound contacts, delivering on the requirements for various approved Staples programs (internal and customer-facing)
• 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 as required, 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
• Investigate technical escalations and conduct follow up calls as required, ensuring our customer requirements are fully met in a timely manner
• 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
• Review negative feedback to adjust and learn from negative experience
• Effectively resolve all customer concerns and escalate to management when necessary
• Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)
• Collaborate with operational support team to log, manage, and publish technical issues and resolutions to the internal knowledge base
• Establish and maintain service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work

Qualifications

Some of what you need

• A+ certification required
• Degree, diploma, or certificate in a technical or networking field
• 5+ years in a technical field with focus on repairs and troubleshooting
• 3+ years in a customer service environment
• Demonstrated experience in managed devices and networking support
• Advanced technical troubleshooting skills and ability to resolve complex technical issues
• Strong communication and customer service skills
• Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills
• Ability to work independently and in a team environment
• Professional and courteous demeanor
• Detailed problem solving and sound decision-making skills
• Ability to manage flexible working hours
• Bilingual preferred
• Advanced knowledge of technology & operating systems (Windows, MacOS, Chrome OS, iOS, Android).
• Advanced technical understanding of Internet, search engine, and networking required.
• Verifiable and demonstrated skill in performing services / upgrades to all types of computers.
• Knowledge in networking and device management
• Advanced Incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution.
• Ability to plan, organize and prioritize effectively to handle daily responsibilities and serve our customers.

Additional information

• Work from home position
• Rotational shift schedule, including evenings and weekends

Vaccine Requirement

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 process.

Bringyourpassion

Location(s)

CA-Ontario