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Technical Support Representative

Costco Wholesale Canada

This is a Contract position in Vancouver, ia posted October 7, 2021.

Description of position Provide phone support for all Costco Wholesale employees working at different locations.

Resolve issues, including hardware failures, application errors, buying and accounting issues, and PC concerns.

Demonstrate a positive attitude and show a high level of dedication to providing quality customer service at all times.

Work seven days a week on rotation to ensure maximum productivity and minimum downtime for internal customers.

Provide the highest level of support for issues related to IS equipment and processes, including PCs, printers, remote access, wireless devices, hand scanners, thin clients, UPS (uninterruptible power supply), switches and scales, etc.

Evaluate and address support problems such as cabling, configurations, break/fix, power, failure rates, replacements and installs reported by customers, team members and vendors.

Mentor and assist others in various support roles within the department, division and company.

Daily tasks and responsibilities Supports end users by providing technical support.

Enters all calls into the incident management system, focusing on recreating the problem in specific detail.

Ensures thorough problem determination using all available research tools to resolve as many customer issues as possible, and escalates promptly when unable to resolve.

Provides accurate troubleshooting assistance to all customers with an appropriate sense of urgency and a positive attitude.

Meets or exceeds performance metrics related to availability, first-call resolution, queue management, and ticket and call quality.

Follows up on all outstanding tickets before leaving every day.

Adheres to posted phone coverage schedule to ensure the Service Desk live-answer rate is within established guidelines, resulting in enhanced customer satisfaction.

Ensures a high level of responsiveness by evaluating and appropriately responding to large volumes of technology service requests.

Creates and maintains process documentation and contributes to the development of departmental standards.

Tracks and informs customers about the status of their requests throughout the process and promptly resolves issues.

Develops and maintains partnerships with other IS teams to ensure quality service and support.

Performs quality control on all escalated incidents, ensuring that all pertinent information is added to the ticket.

Identifies areas for improvement and assists in training efforts related to the support and maintenance of IT-related equipment.

Communicates (speaking and writing) professionally in English and French at all times.

Is available seven days a week on a rotating schedule.

Fulfills additional Ottawa Service Desk tasks and responsibilities.

Typical schedule Typical shifts and days off will be discussed at the time of the interview.

Non-essential funtions and tasks Other duties as required.

Qualifications Education/Training: High school diploma or GED, is preferred.

Experience: Customer service experience, is required Work experience in a call centre environment, is preferred.

Knowledge/Skills : Excellent written and oral communication skills in English and French, is required.

(candidates will be tested) General PC navigation skills including Google, Word, Excel, PowerPoint, hardware, software and troubleshooting knowledge at the intermediate support level, is required.

(candidates will be tested – 70% pass score) Excellent knowledge of warehouse hardware/equipment is preferred.

Costco warehouse operations or merchandising experience is preferred.

In-depth understanding of client hardware, including servers, desktop PCs, laptops, thin clients, printers, radio frequency (RF) devices, smartphones (Android, iPhone, etc.) and other related peripherals.

Ability to work professionally and effectively in high-stress situations, within time constraints.

Self-motivation and ability to work with little supervision.

Completion of willingness to complete required or relevant technical certifications.

Initiative and sense of urgency while problem-solving.

Ability to work a flexible schedule including evenings, weekends and holidays when necessary.

Ability to work both independently and in a team environment.

Knowledge and talents recommended for job success NOTE: For postings in Quebec locations, candidates must be able to communicate in French (oral and written).

Please note that if this position is posted internally & externally, priority will be given to internal candidates.

To apply Please send your resume with your linkedln application.

If you require a job posting in an alternative format, or accommodation during the hiring process please contact us (