OverviewTechnical Advisor - Bilingual (English & French) Join our dynamic Customer Support Department as a Technical Advisor, where you'll play a pivotal role in providing exceptional technical support and guidance to our valued customers. As the first point of contact, you'll utilize your expertise to address a wide range of product-related inquiries, from installation and troubleshooting to configuration and compatibility. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about technology, we invite you to apply and become an integral part of our team. About the TeamThe Customer Support Department at StarTech.com provides technical and pre-sales support to StarTech.com partners and individual end users around the world. Our Technical Advisors access to over 4000 active products, and opportunities to periodically contribute to team or cross-departmental projects, gaining not only a broad view of our organization, but contributing to the overall success and continuous growth of a global organization. ResponsibilitiesTechnical Support: Act as the first point of contact for customers; provide best-in-class support for active and discontinued products; resolve issues with installation, troubleshooting, configuration, interoperability and compatibility; provide remote assistance via LogMeIn Rescue to login, troubleshoot and resolve issues. Product Recommendations & Solution Building: 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 internal teams. Internal Support & Assistance: Provide internal support to Customer Advisors and other departments with both pre-sales and technical support of products. Documentation & Case Management: 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. Essential QualificationsPost-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 in English and French 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 Preferred QualificationsExperience 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 Comprehensive Benefit Plan and RRSP Matching Competitive Vacation Policy Fitness Subsidy Training and Development Program Paid Charity Day and Regular Company Fun Events Casual Dress Code Bonus Plan BenefitsComprehensive Benefit Plan and RRSP Matching Competitive Vacation Policy Fitness Subsidy Training and Development Program Paid Charity Day and Regular Company Fun Events Casual Dress Code Bonus Plan About UsWe are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our One Team. Equal OpportunityStarTech.com is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, StarTech.com will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. Senioriy levelAssociate Employment typeFull-time Job functionCustomer Service IndustriesComputer Hardware Manufacturing#J-18808-Ljbffr