[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