Staples global careers Canada

Bilingual Technical Support Customer Service Representative

Function: Customer Service/Contact Centers
Location: ESP Work at Home MON, Laval, H7P 4W6, Quebec
Date posted: 06/09/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1017102

This inbound Technical Support position is a front line Call Centre role that will help to troubleshoot computer hardware, peripheral and software related issues. This role requires applying a systematic review, accurate diagnosis and problem solving of hardware and software related issues. The Technical Support CSR will utilize information on file or through previous experience to respond to technical inquiries of basic to medium complexity from Customers. Complex inquiries are forwarded to a higher point of escalation. The objective of this position is to provide the highest level of customer service and enhance the product ownership experience through the resolution of technical related issues. This is a work at home position situated in Laval, QC


Receives inbound calls from front line Customer Service Associates for advanced troubleshooting of technical products using defined problem solving methodology 
Check for existing case information through internal applications
Constructs individual case reference files and updates case management data base / logs, documents new case or updates case information
Document product concerns; track and forward to Team Manager
Diagnose problem using listening and probing skills to determine root cause. 
Provide information, data and direction as required. 
Research for relevant product / repair information. 
Perform follow ups on existing cases and close cases as appropriate.
Supports specified, limited line of technical products using defined problem solving methodology 
Diagnoses end user problems using systematic listening and probing approach 
Consults internal tools, computerized data base, manuals, circulars or internal resources for information on resolution procedures 
Provides information and direction as required for simple problem resolution 
Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line 
Review updates regularly to remain current with product offerings 
Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review; attends training up dates as required by industry certifications or company requirement
Conducts limited suggestive selling of client service and support line products


Excellent communication (oral and written), interpersonal, organizational, and presentation skills. 

Professional and courteous manner. 

Ability to work independently and within a Team environment.

Ability to multi-task and work in a very fast paced environment. 

Extraordinary customer service orientation

Must be adaptable to change

Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution 

Ability to coordinate and communicate effectively with other business partners to maintain exceptional high service levels in a demanding environment 

Maintains constructive working relationships despite differing perspectives

Ability to negotiate skillfully in difficult situations with both internal and external groups

Thinks critically and anticipates, recognizes, identifies and develops solutions to problems in a timely manner

Ability to take initiative with strong learning skills and easily adapts to new or different changing situations, requirements or priorities

Computer literate with Windows and MAC based Operating Systems experience. 

A+ Certification preferred 

Technical understanding of Internet, search engine, and networking required.

Familiar with AS400 environment

Familiar with Ruscomp or similar ticketing applications

Proficient using MS Office, excel, word, PowerPoint, etc.

Strong working knowledge of computer hardware and software issues

Bi-Lingual English/French preferred.

Familiarity with remote diagnostic software.



1 year of help desk or 1 year technical troubleshooting plus a minimum of 2 years customer service experience preferred. 


High school

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