- 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
- 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.
-
Technicien Informatique Niveau 1-2 Pos
1 week ago
SoftFlow Informatique Quebec City, CanadaÊtes-vous un résolveur de problèmes féru de technologie avec une passion pour aider les autres ? Êtes-vous expérimenté dans la fourniture de support informatique et de dépannage dans un environnement en évolution rapide ? Si tel est le cas, nous avons une opportunité passionnante ...
-
Ungava Tulattavik Health Center Quebec City, CanadaOverview: · English message will follow · Le Centre de santé Tulattavik de L'Ungava est situé à Kuujjuaq. Il dispense l'ensemble des services de santé et services sociaux dans la partie est du Nunavik. Il dessert sept communautés Inuites avec autant de CLSC, un centre pour person ...
-
Best Buy Quebec City, CanadaAre you passionate about working with people and technology? We are hiring immediately for a Store Technical Service Representative, which we call an In Store Service Agent 1. In this role, you will provide technical support to customers by understanding their needs and creating ...
-
Seasonal Coordinator, Recruitment
2 days ago
The Source (Bell) Electronics Inc. Québec, Canada**Req Id**:410703 · At The Source, we believe that the right tech makes all the difference and exist to help Canadians discover the endless possibilities of tech. We carry the latest tech, offer advice across all categories and networks, and put our customers first to ensure they ...
-
Assistant Aux Garnitures
3 days ago
APP Group Québec, Canada_Dans le présent document, le masculin est utilisé dans le seul but d'alléger le texte._ · **À propos de nous** · **Groupe APP** est la maison-mère des marques Mackage et SOIA & KYO, basée à Montréal, dont les bureaux se trouvent actuellement à Montréal, Toronto, New York, Miami, ...
-
Android Development Intern
1 week ago
Touchtunes Music Corporation Québec, CanadaHybrid Montreal tech hub · - TouchTunes is a place where techies from all walks of life meet · Our jukeboxes pioneer the future for digital music for business. We strive to stay ahead of the curve and push the boundaries of technology with our proactive and multidisciplinary appr ...
-
Web Development, Intern
1 week ago
Touchtunes Music Corporation Québec, CanadaHybrid Montreal tech hub · - TouchTunes is a place where techies from all walks of life meet · Our jukeboxes pioneer the future for digital music for business. We strive to stay ahead of the curve and push the boundaries of technology with our proactive and multidisciplinary appr ...
-
Photo Automobile
2 days ago
Solutions Media 360 Québec, Canada_An English version will follow_ · DESCRIPTION · Es-tu un champion d'Adobe Photoshop et de la retouche de photos? Est-ce que tu trippes sur les automobiles? Si oui, nous avons une belle opportunité pour toi : 360.Agency est présentement à la recherche d'un « retoucheur photo » po ...
-
Warehouse Operator
1 week ago
Eddyfi Technologies Quebec City, CanadaAre you up for a challenge in the world of high-tech? We'd love to have you on board Eddyfi Technologies is looking for a Warehouse Operator to join our team. · **Your daily life**: · As a key member of the team, you will be involved in the management of incoming goods. You will ...
-
Technical Team Lead
2 days ago
Crakmedia Quebec City, Canada**Job description**: · **Being a Technical Team Lead - Web Development at Crakmedia means directly contributing to company growth as well as the development and improvement of its team, best digital marketing platforms, and world-leading web services. If you're driven by challeng ...
-
Configuration Management Specialist
1 week ago
CS Canada Québec, CanadaCS Group - Canada Inc. - Montréal, Quebec · CS Canada, a subsidiary of CS Group, is a leader in the development and certification of safety-critical systems in the defense, aeronautics, autonomous driving and railways industries. With over 100 engineers, we support our customers ...
-
Warehouse Operator
3 days ago
Eddyfi Technologies Quebec City, CanadaAre you up for a challenge in the world of high-tech? We'd love to have you on board Eddyfi Technologies is looking for a Warehouse Operator - Night Shift - to join our team. · **Your daily life**: · As a key member of the team, you will be involved in the management of incoming ...
-
Warehouse Operator
1 week ago
Eddyfi Technologies Quebec City, CanadaAre you up for a challenge in the world of high-tech? We'd love to have you on board Eddyfi Technologies is looking for a Warehouse Operator to join our Warehouse team. · **Your daily life**: · As a key member of the team, you will be responsible for receiving, preparing bins, ta ...
-
Client Solutions Specialist
2 days ago
accesso Quebec City, Canada**Position Overview**: · Do you love tech, but have a passion for people too ? · We are seeking an experienced **Client Solutions Specialist **who** **will work as part of a team to support the daily needs for our clients. As part of our **_accesso_**_ _Group, you'll contribute t ...
-
Sales Support Agent
1 week ago
Eddyfi Technologies Quebec City, CanadaAre you up for a challenge in the world of high-tech? We'd love to have you on board Eddyfi Technologies is looking for a Sales Support Agent to join our team. · **Your daily life**: · As a key member of the team, you will support the international sales team with energy and atte ...
-
Team Leader, Warehouse
3 days ago
Eddyfi Technologies Quebec City, CanadaAre you up for a challenge in the world of high-tech? We'd love to have you on board Eddyfi Technologies is looking for a Team Leader, Warehouse to join our Warehouse team. · **Your daily life**: · As a key member of the team, you will be responsible to perform team leader duties ...
-
Tech Level 1
1 week ago
Computer Task Group, Inc Quebec City, Canada: · CTG is seeking to fill a Tech Level 1 opening for our client in Quebec City, Quebec. · **Location**:Quebec City, Quebec · **Duration**:6 months · **Duties**: · - Deliver technical support to employees, addressing requests both remotely and in-person. · - Oversee the installat ...
-
Quality Assurance Specialist
2 days ago
Haivision Québec, CanadaMontreal, QC. · Permanent, Full-Time. Hybrid · About Haivision · —————————————————————————————————————————————— · - **Job Summary**: · The QA Specialist is responsible for ensuring the execution of test scenarios, resolving all bug issues, As well as defining and executing activi ...
-
Desjardins Québec, CanadaAt Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we ha ...
-
Bilingual Deskside Technician Ii
3 days ago
Stefanini, Inc Quebec City, Canada**Who we are** · - Supporting IT equipment in large corporate environment · - Desktop/laptop tech support (Mac and PC) · - Windows 7/10 operating systems · - Support mobile devices, printers, scanners, wireless, VPN, etc. · - IMAC Support - IT equipment Install/Move/Add/Change · ...
Bilingual Remote Computer Tech - Québec City, Canada - Staples Canada
Description
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:
