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Role Description

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.

This is an existing opportunity with our Customer Support Team.

What you will be responsible for:

• Technical Support:
  • 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.
• 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 the appropriate internal teams.
• Internal Support & Assistance:
  • Provide internal support to Customer Advisors and other departments across the organization 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.

Qualifications

• 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

Requirements

• 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

• Competitive salary range of USD 45,000 – USD 60,000
• Eligibility to participate in our bonus program
• Comprehensive health benefits
• Tuition reimbursement program
• Retirement savings plans
• Wellness Program
• Additional perks and rewards