Bilingual Virtual Technical Support Specialist

2 months ago

Niagara On The Lake ON, Canada PCI Panasonic Canada Inc. Full time

Analyst works in a 24/7 * 365 helpdesk environment with a fixed scheduled. The employee provides technical support through telephone & e-mail for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT). Consults management, other technical resources, or sales staff for non-routine elements or resolution. Please note this is a full-time contract opportunity.
Please note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office.
Maintain, monitor, support and troubleshoot B2B Customer core Restaurant Point of Sale(POS) hardware along with software applications. Supported product not limited to; pin pads, scanners and multiple kitchen videosystems, security, drive through headset and drive through timers technology, time clocksystems and surveillance systems.
Escalates Customer issues to next level of support, Advanced product support, Field Service,Management, etc. Provides value added Customer Service by translating highly technical specifications into clearnon-technical requirements for easier understanding of non-technical end users. Providesdocumentation of all processes and training as needed.
RMA and Supply Order / Sales Processing- Having exhausted troubleshooting, and dependingon the warranty / contract, the agent will be required to process an RMA understanding priority
Train and assist new agents with call center routine.
High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven Customer Relations experience.
Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language.
Working knowledge of Microsoft Word, Excel, Power Point, Outlook email, internet. Working knowledge of Salesforce CRM would be an asset. Microsoft Networking certification (A+) or appropriate post-secondary technical degree involving Engineering, Computer Networking, Programming, Systems Analyst, etc.
Working knowledge of TCP/IP networking protocols, Router hardware and configuration, Ethernet Hub, Internet Modem, and anti-virus in a networked environment.
Bilingual in French and English
Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.
Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule.
a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Their passion has been one of the driving forces behind our success for more than 100 years.
DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.
In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. AODA POLICY
Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

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