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.

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)

Bilingual Technical Advisor – English, Spanish

Key skills