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: • 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. • 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 Experience • 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. |
Recruitment Consultant £25 - 30k Basic + Commission + Bonus (OTE £40k+ in Year on
Assistant General Manager – Amazing lively bar – venue £60,000 – South Lon
We are looking for a nurturing and responsible childminder to look after 2 children. We would like s
We are looking for a nurturing and responsible nanny to look after 3 children. We would like someone