Bilingual Tech Support Agent (FR/EN)

iBuyPower

California, Northern (MO, KY)

Hybrid

USD 34,000 - 39,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, Vision Insurance

401K & Employer Match

PTO & Sick Leave Days

Paid Holidays

Birthday Day Off

Life Insurance

Job summary

iBUYPOWER is seeking a bilingual French/English PC technician to join the Technical Support Department as a Technical Customer Service Agent. The role focuses on diagnosing/troubleshooting PC issues and resolving customer service inquiries via voice, email, chat, SMS, and social media, serving customers in Canada and beyond.

The position requires fluent English and French, strong trouble-shooting skills, and experience in desktop/laptop repair.

Qualifications

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 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 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.
PC hardware enthusiast or passion for PC technology a plus.

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