Elevate your career with Staples Canada as a Senior Bilingual Technical Support Analyst. In this pivotal role, you will guide other agents through complex issue resolutions while ensuring high-quality service for all users.

This senior position focuses on troubleshooting escalated client issues and providing mentorship for Technical Support Agents. You will create valuable knowledge articles, collaborate with specialists, and ensure all support services meet established KPIs. Your experience with PC applications, POS systems, and networking will be crucial for success.

Key Responsibilities:
• Provide mentorship and support for level one agents
• Troubleshoot and resolve escalated technical issues
• Create knowledge articles to reduce recurring problems




• Collaborate with cross-functional teams for issue resolution
• Maintain accountability for both proactive and reactive support

Requirements:
• Degree or Diploma in Computer Networking or a relevant discipline
• Certifications like A+, Network +, CCENT, or MCP are beneficial
• 2-3 years of relevant experience in a support center
• Experience at Staples Stores is an asset

Lead the technical support team in delivering exceptional service at Staples Canada while leveraging your skills in troubleshooting and agent guidance.
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📌 Senior Bilingual Technical Support Analyst (Ontario)
🏢 Staples
📍 Ontario