Bilingual (EN/FR) Print Support Specialist (Remote)
RemoteCanada
EXPIREDCanadaRemoteFull TimeRetail ServicesLarge
Full TimeLargeRetail Services
Job Summary
Resolve escalated print cases involving errors, damages, and quote requests for Staples Print customers. Investigate medium-complex issues such as print quality, file errors, and website problems while coordinating with vendors, print hubs, and internal partners to drive resolution. Document case activity thoroughly in tracking systems and communicate clearly via email, chat, and phone to keep customers informed. Identify trends and share insights to improve processes and the overall customer experience. Work collaboratively with colleagues to meet performance metrics and service-level targets for response and resolution times.
Required Qualifications
- Bilingual (French)
- 2-3 years in customer service, including case management or escalation roles
- Rotational shift schedule, including evenings and weekends
Desired Qualifications
- Experience resolving escalated customer issues, preferably in print or eCommerce
- Strong written communication skills, especially in customer-facing emails
- High attention to detail and comfort navigating multiple systems and partners
- Demonstrated ability to manage multiple open cases while maintaining quality
- Strong problem-solving mindset with a focus on root cause resolution
- Knowledge of print processes and products
- Ability to work collaboratively with internal and external stakeholders
- Previous experience in a print, production, or eCommerce support role
- Degree, diploma, or certificate in a related field
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