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Technical Advisor
2 months ago
Technical Advisor
Join our dynamic Customer Support Department as a Technical Advisor, where you'll play a pivotal role in providing exceptional technical support and guidance to our valued customers. As the first point of contact, you'll utilize your expertise to address a wide range of product-related inquiries, from installation and troubleshooting to configuration and compatibility.
The Customer Support Department at [Company Name] provides both technical and pre-sales support to partners and individual end users around the world. Our Technical Advisors have access to over 4000 active products, and opportunities to periodically contribute to team or cross-departmental projects, gaining a broad view of our organization and contributing to the overall success and continuous growth of a global organization.
Key Responsibilities:
- Technical Support:
- Act as the first point-of-contact for customers.
- Provide best-in-class support for all active and discontinued products, resolving issues with installation, troubleshooting, configuration, interoperability and compatibility.
- Provide remote assistance support via LogMeIn Rescue to login, troubleshoot and resolve an issue on a customer's behalf.
- Product Recommendations & Solution Building:
- Assess customer needs using probing questions and recommend appropriate products.
- Offer innovative solutions tailored to meet unique customer requirements.
- Identify sales opportunities and escalate to the appropriate internal teams.
- Internal Support & Assistance:
- Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products.
- Documentation & Case Management:
- Gather and document each interaction with a customer in the Customer Relationship Management platform.
- Regularly follow up and attempt to resolve any outstanding customer issues.
Essential Qualifications:
- Post-secondary education, preferably in an IT related discipline.
- Relevant work experience (IT helpdesk, computer repair, computer technician) with a passion for technology.
- Experience providing exceptional customer service/support.
- Knowledge of the IT industry, including connectivity, hardware and peripherals.
- Intermediate level of knowledge of computer/peripheral hardware.
- Excellent verbal/written communication skills.
- Ability to successfully communicate with and support customers with varying degrees of technical knowledge.
- Detail oriented with strong analytical skills and problem-solving capabilities.
- Strong time management skills and the ability to prioritize in a fast-paced environment.
Preferred Qualifications:
- Experience with remote support software and tools for troubleshooting.
- Additional languages to support our global customers.
- Familiarity with new and emerging technology.
- Certifications such as A+ and Network+ through CompTIA.
Benefits & Perks:
- A comprehensive 8-week paid training program.
- Comprehensive Benefit Plan and RRSP Matching.
- Competitive Vacation Policy.
- Fitness Subsidy.
- Training and Development Program.
- Paid Charity Day and Regular Company Fun Events.
- Casual Dress Code.
- Bonus Plan.
About Us:
We are a vibrant and growing tech company with a proven track-record of success. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our One Team.
Operating in 26 countries globally, we are proud to be included as one of Canada's Best Managed Companies for 2024 and for the 14th consecutive year. We are honoured to be named by Kincentric in 2019 as one of Canada's "Best Employers" as well as "one of Canada's fastest growing companies" for a ninth year in a row by "Profit 500".
We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
