Senior Tech Support Specialist (Contract)

Job description

Some of what you will do As a Senior Tech Support Specialist, you will be responsible for handling technical escalations and advanced troubleshooting to provide quality support to our customers and subscribers. You will play a vital role in increasing subscriber satisfaction and retention by maximizing your technical knowledge to increase our first contact resolution rate. In this exciting role, you will take ownership of the technical escalation process and related customer follow-up, researching solutions to complex technical issues. Each day will be challenging, fast paced, meaningful and rewarding. Specifically, you will: - Handle inbound and outbound contacts, delivering on the requirements for various approved Staples programs (internal and customer-facing) - Ensure the defined personal KPI objectives are met or exceeded - Provide a positive customer experience by leveraging strong and professional communication skills, gaining a thorough understanding of the problem, systematically and efficiently diagnosing and resolving the problem using approved processes. - Support frontline operations as required, including but not limited to, handling/creating technical support tickets...