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

Technical Advisor

Key skills