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About the role
- Technical Advisor providing IT support and guidance for customers at StarTech.com. Responsible for troubleshooting, product recommendations, and internal support in a remote role.
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.
Requirements
- 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 (Preferred)
- Additional languages to support our global customers (Preferred)
- Familiarity with new and emerging technology (Preferred)
- Certifications such as A+ and Network+ through CompTIA (Preferred)
Benefits
- Comprehensive health benefits
- Tuition reimbursement program
- Retirement savings plans
- Wellness Program
- Additional perks and rewards
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