Technical Customer Service Agent (French/English Speaking)

iBUYPOWER; California; On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

PTO & Sick Leave Days

Paid Holidays

401K & Employer Match

Job summary

iBUYPOWER is seeking a bilingual French/English PC technician with customer service experience to join our Technical Support Department as a Technical Customer Service Agent. This role diagnoses and troubleshoots desktop and laptop issues and handles basic service inquiries via voice, email, chats, SMS, and social channels.

The ideal candidate has advanced troubleshooting skills, knowledge of PC hardware/software, and fluency in English and French to support our Canadian customer base.

Qualifications

• Fluent in English and French, written and spoken.
• Experience in desktop and laptop repair in a professional setting.
• Strong troubleshooting and customer service skills.
• Knowledge of PC hardware and technologies.
• Ability to assemble computers from components.
• Experience with CRM and knowledge base software is a plus.
• Proficiency with MS Windows; Unix/Linux knowledge a plus.
• Team player with willingness to work overtime or remotely when needed.

Responsibilities

• Ensure customer satisfaction is the highest priority and escalate when needed.
• Troubleshoot and diagnose personal computer issues.
• Respond to customer concerns via email, chat, phone.
• Repair and/or rebuild defective personal computers as needed.
• Issue RMAs and sales orders; follow up for customer satisfaction.
• Input data into customer records and maintain updates.
• Communicate with customers to request/provide information.

Skills

Fluency in English and French

Excellent verbal & written comms

Proven quality customer service

PC hardware/software knowledge

Advanced troubleshooting

PC hardware technologies

Assemble computers from components

CRM experience

Windows OS proficiency

Tools

CRM systems

Knowledge base software

Unix/Linux knowledge

Job description

Technical Customer Service Agent (French/English Speaking)

Department:Technical Customer Service

Employment Type:Full Time

Location:City of Industry, CA

Compensation:$24.00 – $28.00 / hour

Description

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.

Key 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

Required 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 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