TSOC Level 1 Specialist- remote

As a TSOC Level 1 Agent, you will be part of a team responsible for supporting our USR Staples Stores, customer and associates with virtual computer diagnostics and repair. This could include services ranging from PC Set-ups, data transfers, virus removals and other services. We are looking for high output, task-minded people to join a fast-paced and ever-changing business supporting our Tech Services portfolio. This role will be responsible for remotely connecting and controlling devices and responding to field questions in our USR stores to fulfill services. Candidates must be tech savvy and familiar with internet software. This includes but is not limited to Retail locations and any other parts of our services organization which provides technical support for customers. You will work closely with our USR Retail store team and will be instrumental in providing solutions to our associates to deliver a superior customer service experience to our customers. The Inside Sales and Support team is a key strategic pillar of growth for Staples, and this role is critical to accelerating change and super-charging this high-potential business.

Get great perks.

• Hourly Rate $16.00-$18.50 per hour based on experience
• Generous amount of paid time off flexible work hours and remote opportunity
• 401(k) plan with a company match, medical, dental, vision, life and disability insurance, and many more benefits
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

Key Responsibilities:

• Meet/exceed Key Performance Indicators (KPI’s) SLA adherence, RPH (resolves per hour), process work orders accurately.
• Effectively support our retail partners by proficiently utilizing Staples licensed software to troubleshoot customer issues through remote capabilities to perform and fulfill services in our Staples stores. This includes performing diagnostics, PC setups, virus removals and other services, etc.
• Represent the best of Staples Technology Services by promoting products, services, and commitment to customer satisfaction to support business retention and expansion.
• Provide value-based solutions that focus on customer needs, ensure customer retention and growth.
• Engage with store partners to provide technical support through inbound and outbound phone calls, email, chat and help desk tickets to analyze their needs and customize recommendations for the purpose of resolving customer service events.
• Follow defined procedures and processes, and complete all required documentation for customers, as well as entries for all services performed and for all store interactions.

Essential skills and experience:

• High School Diploma or GED
• Professional and effective written and verbal documentation/communication and time management skills
• Self-starter, problem solver, task/results oriented, strong organization, prioritization, follow-up,
• Coachable, adaptable, able to incorporate feedback and changes quickly.

Preferred Qualifications:

• Current and past technical knowledge for Windows based devices
• Minimum 2 years’ experience providing technical support and problem solving skills