Bilingual Remote Computer Tech - Work from home
Staples Canada
Quebec, Quebec, Canada
$20 an hour (estimated)
Remote
Full-time
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.
30+ days ago