Technical Advisor - Western Canada

Join our dynamic Customer Support Department as a Technical Advisor, where you'll play a pivotal role in providing exceptional technical support and guidance to our valued customers. As the first point of contact, you'll utilize your expertise to address a wide range of product-related inquiries, from installation and troubleshooting to configuration and compatibility. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about technology, we invite you to apply and become an integral part of our team.

The Customer Support Department at StarTech.com provides both technical and pre-sales support for StarTech.com partners and individual end users around the world. Our Technical Advisors access to over 4000 active products, and opportunities to periodically contribute to team or cross-departmental projects’ gaining not only a broad view of our organization but contributing to the overall success and continuous growth of a global organization.

This is an existing opportunity with our Customer Support Team.

What you will be responsible for:

• Technical Support:
• Act as the first point-of-contact for customers.
• Provide best-in-class support for all active and discontinued products, resolving issues with installation, troubleshooting, configuration, interoperability and compatibility.
• Provide remote assistance support via LogMeIn Rescue to login, troubleshoot and resolve an issue on a customer’s behalf.
• Product Recommendations & Solution Building:
• Assess customer needs using probing questions and recommend appropriate StarTech.com products.
• Offer innovative solutions tailored to meet unique customer requirements.
• Identify sales opportunities and escalate to the appropriate internal teams.
• Internal Support & Assistance:
• Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products.
• Documentation & Case Management:
• Gather and document each interaction with a customer in the Customer Relationship Management platform.
• Regularly follow up and attempt to resolve any outstanding customer issues.
  
  

Essential Qualifications:

• Post-secondary education, preferably in an IT related discipline
• Relevant work experience (IT helpdesk, computer repair, computer technician) with a passion for technology
• Experience providing exceptional customer service/support
• Knowledge of the IT industry, including connectivity, hardware and peripherals
• Intermediate level of knowledge of computer/peripheral hardware
• Excellent verbal/written communication skills
• Ability to successfully communicate with and support customers with varying degrees of technical knowledge.
• Detail oriented with strong analytical skills and problem-solving capabilities
• Strong time management skills and the ability to prioritize in a fast-paced environment
  
  

Preferred Qualifications:

• Experience with remote support software and tools for troubleshooting
• Additional languages to support our global customers
• Familiarity with new and emerging technology
• Certifications such as A+ and Network+ through CompTIA

What to expect from the Hiring Process:

We respect your time and value transparency. Here’s a general idea of what to expect:

• Intro call with our Talent Acquisition Team (30-45 minutes)
• Online Technical Assessment and Typing Assessment
• Technical Interview (45-60 minutes)
• Final interviews with Hiring Manager (45-60 minutes)
• Offer & onboarding

What we offer:

This role offers a competitive salary range of CAD 50,000 – CAD 65,000 and eligibility to participate in our bonus program. At StarTech.com, we value fairness and regularly benchmark pay to stay competitive, recognizing each person’s unique contributions.

As part of the StarTech.com “One Team,” you’ll also enjoy:

• Comprehensive health benefits
• Tuition reimbursement program
• Retirement savings plans
• Wellness Program
• Additional perks and rewards
  
  

About us

We are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our team.

StarTech.com is a global leader in tech connectivity solutions, manufacturing a wide range of accessories designed to meet the demanding performance standards of IT professionals and businesses. Since 1985, the company has expanded into 28 markets across five continents, with products trusted by more than 90% of Fortune 500 companies. StarTech.com has been recognized as one of Canada’s Best Managed Companies by Deloitte for 15 consecutive years and is ranked in the top 5% of companies worldwide for sustainability by EcoVadis.

StarTech.com is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, StarTech.com will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

StarTech.com uses AI tools only for administrative support, such as transcribing interview notes and organizing candidate details into standardized prescreening and interview templates. These tools do not screen, rank, or assess candidates. All hiring decisions are made by our Talent Acquisition team and Hiring Managers. Candidate information is collected and used solely for recruitment purposes in compliance with applicable privacy laws.