Technical Advisor – Bilingual, English & French
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Job Description
Technical Advisor providing exceptional support for IT products at StarTech.com. Resolving customer inquiries through technical expertise and product recommendations in a dynamic support team.
Responsibilities:
- 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.
- 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.
- Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products.
- 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.
Requirements:
- 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 in English and French
- 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
Benefits:
- A comprehensive 8-week paid training program
- Comprehensive Benefit Plan and RRSP Matching
- Competitive Vacation Policy
- Fitness Subsidy
- Training and Development Program
- Paid Charity Day and Regular Company Fun Events
- Casual Dress Code
- Bonus Plan
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