Technical Customer Service Agent (French/English Speaking)

iBUYPOWER is seeking a bilingual French/English PC technician with customer service skills/experience to join our Technical Support Department as a Technical Customer Service Agent. This position is responsible for diagnosing/troubleshooting issues on desktop and laptop computers, as well as resolving basic customer service issues through verbal and written communications (voice, emails, chats, SMS, social media, discussion/review site posts.). The ideal candidate should possess advanced troubleshooting skills, knowledge of current PC hardware/software, and a passion for technology and helping others. Additionally, fluency in both written and verbal English and French is required to effectively assist our growing customer base in Canada.

Responsibilities

• Ensure customer satisfaction is of the highest priority and accomplished by exploring all available means; identify when issues need to be escalated for resolution
• Troubleshoot and diagnose personal computer issues
• Respond to customer concerns made through general email tickets, live chats, telephones
• Repair and/or rebuild defective personal computers, as needed
• Protect and enhance brand through top-level service
• Issue RMA and sales orders for parts; follow up to ensure customer satisfaction
• Perform basic customer service functions
• Input data and notes into customer records
• Communicate with customers to request and provide information
• Update customer records according to findings and actions

Skills

• Fluency in both English and French, both written and verbal, is required.
• Excellent verbal and written communication skills.
• Proven quality customer service skills.
• Experience in desktop and laptop computer repair in a professional capacity
• Basic and advanced troubleshooting skills.
• Knowledge of current PC hardware and technologies.
• Ability to assemble computers from the component level
• Training and experience in conflict resolution are a plus.
• Experience in help desk and customer service call centers.
• Experience with CRM and various knowledge base software is a plus.
• Advanced proficiency with current versions of MS Windows. Unix/Linux knowledge and proficiency a plus.
• Works well within a team environment, willingness to share knowledge and experience.
• Moderate lifting of personal computers up to 50 LBS.
• Willingness and ability to work overtime or remotely, as needed.
• Training and/or experience in conflict resolution a plus
• PC hardware enthusiast or passion for PC technology a plus.

Benefits

• Medical, Dental, Vision Insurance
• PCP & Specialist Office Visit Reimbursements
• Basic Life Insurance
• PTO & Sick Leave Days
• Paid Holidays
• Day Off to Celebrate Your Birthday
• 401K & Employer Match