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