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Technical Support Specialist

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Allanburg ON, Canada Panasonic Canada Inc. Full time

For over 100 years, Panasonic has been committed to enhancing the well-being of people, communities, and society. Our technologies and solutions have been developed with one aim in mind: to enrich our lives and make life better – simpler, healthier, safer, more enjoyable, and more sustainable. PCI) is a leading technology provider to businesses, government agencies and consumers across the region. The company leverages its strengths in Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains and Connected Solutions to provide lifestyle solutions to consumers as well as secure and resilient integrated solutions for B2B and B2G customers. Comprehensive Medical and Dental Coverage with a Health Spending Account
Group Retirement Savings Plan (RSP)
Education Assistance Program/ Tuition Reimbursement
Employee Purchase Program
Competitive Rates on Home and Auto Insurance
Employee Volunteer Program – Paid Time Off for Volunteer Days
Panasonic Canada Inc. supports a hybrid work model. 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.
Technical Helpdesk Analyst-Level 2:
Supervises the day-to-day operations of junior team members through wallboard monitoring to ensure SL is met. Reply and resolve emails from vendor management and agent support. Attend daily / weekly helpdesk team meetings. Act as a senior consultant by providing additional steps to junior agents to help resolve calls or request an escalation. Act as a liaison between junior agents and advanced product support on escalation, supervises agent / salesforce questions, reply to any priority one vendor manager emails, and takes front line calls should low service level dictate. Please note this is a full-time opportunity.
Please note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office.
Training will be held at Niagara-on-the-Lake office for the first 6-months. The successful candidate will be required to go in office 100% during the training period.
Review various queues in salesforce to ensure calls are addressed in a timely manner and by priority. Assign short term projects around escalated issues and handle front line calls when required. Offers functional guidance to junior agents, consults management on more serious issues. Seeks assistance from other departments to obtain resolution for escalation complaints. Refer customers to online tools or manuals, technical or sales staff. Escalate Customer issues to next level of support, Advanced product support, Field Service, Management, etc. Assists agents through phone and email to resolve front line calls / escalations. Prepares and maintains training FAQ's, and other training documentation/best practices that will assist in faster acclamation of new agents. Provides input into junior agent performance evaluations.
Liaises with management, sales, or technical staff to resolve non-routine elements or issues.
High school graduation with 3 to 5 years of experience in a technical helpdesk environment.
Experience with working through escalations from Level 1 support staff and providing Level 2 support of a day-to-day basis.
Proficient with Microsoft Office including MS excel, work and outlook.
Bilingualism (English and French) preferred.
Diversity, Equity, and 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
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.