Technical Customer Service Agent (French/English Speaking)

About this role

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