Job Description
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 inquiries related to product installation, troubleshooting, and recommendations. 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 • StarTech.com operates as a manufacturer of hard-to-find connectivity parts. It was founded in 1985, and is headquartered in Lockbourne, Ohio, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship • StarTech.com has a track record of offering H1B sponsorships, with 1 in 2024. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job