Technician Support Analyst

3 days ago

Port Coquitlam BC, Canada Real Time Networks Full time

Customer Support Technician

Permanent. Full-time [5 days per week]
Immediately
About Real Time Networks
Real Time Networks Inc is a Port Coquitlam B.We build solutions that provide security, safety and real-time tracking for keys, assets, and people. Real Time Networks specializes in smart solutions for managing critical assets and keys that deliver enhanced security, real-time accountability, and operational efficiency.

Are you a tech-savvy problem solver with a passion for helping others? We’re looking for a Customer Support Technician to join our team In this role, you’ll be the first point of contact for customers, providing exceptional technical support and troubleshooting hardware and software issues. You’ll manage support tickets, assist with installations, and contribute to documentation while building strong relationships with customers. Working closely with cross-functional teams, you’ll play a key role in delivering outstanding service and ensuring customer success. Act as the first point of contact for customers via phone, video, and email.
Provide first-level technical support and address customer service-related issues promptly and professionally.
Build strong customer relationships by addressing complaints, offering effective solutions, and recommending proactive maintenance.
Participate in after-hours queue rotation, to provide 24x7 support to RTN customers.
Conduct hands-on troubleshooting, device testing, and product setup and installation.
Travel onsite to customer locations as needed for service calls and product installations.
Quickly learn and apply new software, hardware, and technical concepts to resolve customer issues.
Develop and maintain customer support documentation and Standard Operating Procedures (SOPs).
Support the creation and updating of knowledge base articles and training materials for internal and external use.
Provide general and administrative support to the Client Services and Development teams.
Collaborate with other departments to meet customer objectives, service goals, and project timelines.
Stay updated with the latest developments in information security standards and regulations.


Post-secondary education, preferably in an IT, Electronics, or related discipline is a asset
~1-3 years of customer support or technical support roles
~ Experience troubleshooting and supporting hardware and software systems
~ Fluent in French is considered an asset.


Technical Skills
Strong technical aptitude with a solid understanding of IT and network concepts.
Proficiency in troubleshooting low-voltage electronics and using tools like soldering irons, hand/power tools, and voltmeters.
Excellent communication and customer service skills, with a professional and approachable demeanor.
Strong writing and reporting abilities, with attention to detail when updating tickets.
A flexible, dynamic mindset with a “can-do” attitude.

This role may require occasional travel to customer sites.
Ability to travel within Canada/US/International is considered an asset.
Clean driving record and ability to rent a car is considered an asset.

A comprehensive benefits program including extended medical and group insurance.
Diversity & Inclusion
We strive to include perspectives from those that vary by race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. In the subject line of your email, please indicate Customer Support Technician Ref:
Real Time Networks thanks all applicants for their interest and advises that only those selected for an interview will be contacted. No phone calls please.

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