Bilingual (EN/FR) Print Support Specialist (Remote)
Some of what you will do:
As a Print Support Specialist (PSS), you will be responsible for resolving complex print-related issues escalated from our Print Customers. You will manage cases involving print errors, damages, product inquiries, and quote requests related to Staples Print. This role requires strong communication and investigation skills as you collaborate with vendors, print hubs, retail stores, and internal partners to resolve customer concerns. Your focus will be on delivering timely, accurate, and customer-centric resolutions while driving long-term satisfaction across the Staples print experience.
Specifically, you will:
Own and resolve escalated print cases, ensuring timely, high-quality outcomes for customers Investigating medium complex issues (e.g., print quality, damaged orders, discrepancies, file errors, website issues and product and quote requests).
Document case activity thoroughly and accurately in the appropriate tracking systems.
Coordinate across internal teams and partners to drive resolution.
Communicate clearly and professionally with customers via email, chat, and phone, keeping them informed throughout.
Identify trends and share insights to improve processes, products, and overall customer experience.
Support Team Goals: Work collaboratively with colleagues to achieve performance metrics, customer satisfaction targets, and operational objectives.
Ensure compliance with quality standards and service-level targets for response and resolution times.
Physical Environment/Working Conditions:
Work-from-home position
Fast-paced environment
Rotational shift schedule, including evenings and weekends
Some of what you need:
Experience resolving escalated customer issues, preferably in print or eCommerce.
Strong written communication skills, especially in customer-facing emails.
Bilingual (French) is required.
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 is a strong asset.
Ability to work collaboratively with internal and external stakeholders.
2-3 years in customer service, including case management or escalation roles.
Previous experience in a print, production, or eCommerce support role preferred.
Degree, diploma, or certificate in a related field as an asset
Some of what you will get:
Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more…