[Remote] Bilingual Technical Advisor (English & Spanish) - Western Canada
Note: The job is a remote job and is open to candidates in USA. StarTech.com is a global leader in tech connectivity solutions, and they are seeking a Bilingual Technical Advisor to join their Customer Support Department. The role involves providing exceptional technical support and guidance to customers, addressing a wide range of product-related inquiries, and offering tailored solutions to meet customer needs.
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
Skills
- 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
- 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
Benefits
- Comprehensive health benefits
- Tuition reimbursement program
- Retirement savings plans
- Wellness Program
- Additional perks and rewards
Company Overview