Working from a Warranty Service Depot Facility, the RCST (Remote Customer Support Tech) is responsible for completing tech work remotely as requested by stores through ETS (Easy Tech System) ticket tracking queue. Responsibilities include but are not limited to telephone support related to the issue, performing remote computer diagnostics, repairs, operating system installations, software installs and configuration work for customers on behalf of Staples retail locations. They are responsible for establishing and maintaining service excellence by assigning the highest priority to customer satisfaction and demonstrating quality in every aspect of work. Primary Responsibilities: TECHNICAL REMOTE SUPPORT (80%) Maintain an acceptable standard of productivity by completing priority planned work quickly and accurately. (Target SLA 23 jobs completed per day, 80% same day SLA on all submitted jobs) Provide timely completion of assignments and related administrative duties. Maintain a neat and well organized work area Up-hold the highest of professional standards when performing work on customers' computers. Ensures a strict level of confidentiality with regards to customer’s files and service contracts. All work performed must be detailed and well documented. Ensure work performed is well documented and tickets have proper updates in ETS. Ensure that all commitments are met on a timely basis. Schedule may include various shifts including nights and weekends. Understands and adheres to all privacy and information management policies and procedures. Work remotely (from home or alternate office location) as scheduling needs dictate. Properly secures company and customer assets and physical inventory and follows all loss prevention and key control procedures. Has a complete understanding of all company policies and procedures related to this position, as outlined in the training checklist. Checks and understands all sources of communication for information (white boards, bulletin boards, portal, etc). Identifies and communicates suggestions for improvements in all areas of the business. Ensures the general cleanliness of workstations, lunchroom and washrooms according to company standards is maintained. Maintains a safe working environment and follows all company protocols for safety and is required to report any unsafe working conditions to National Manager, Warranty Depots. As per policy, required to have personal parcels (bags, totes, backpacks, purses, etc.) checked prior to leaving the premises.
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