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Technical Helpdesk Analyst L2
1 month ago
Panasonic Canada Inc.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. Panasonic Canada Inc. (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. We are proud to be recognized as one of Greater Toronto’s Top Employers for 2020, 2021 and 2022. Come join our journey. What Panasonic Canada Inc. Offers
- Comprehensive Medical and Dental Coverage with a Health Spending Account
- Deferred Profit-Sharing Plan (DPS)
- Group Retirement Savings Plan (RSP)
- Education Assistance Program/ Tuition Reimbursement
- Employee Purchase Program
- Employee & Family Assistance Program (EFAP)
- Competitive Rates on Home and Auto Insurance
- Employee Volunteer Program – Paid Time Off for Volunteer Days
- KPI Supervision: Monitors wallboard to ensure agent productivity and service level are met, answer calls when wait times or call volumes reach certain levels. 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. Handles customer escalations.
- 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. as required. Participates in team resolution/root cause of non-routine issues or initiatives. Initiates Customer call back protocols as required.
- Agent Support: 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.
- Team meetings: Participates in team meetings for resolution of non-routine issues or initiatives. Offers suggestions for team improvement. Liaises with management, sales, or technical staff to resolve non-routine elements or issues.
- Email Support: Resolves vendor manager emails, agent support emails / questions in a timely manner.
- High school graduation with 3 to 5 years of experience in a technical helpdesk environment.
- A+ certification or equivalent is preferred.
- 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.
- Excellent problem-solving and analytical skills
- Exceptional interpersonal and communication skills.
- Bilingualism (English and French) preferred.
Provides day to day marketing and sales support for marketing teams and management teams.Coordinates and assists in the implementation of marketing plans.Manages memberships with NPD and CEMC. Analyses and generates reports findings from data received.Prepares required inventory forecasts for assigned products.Safeguards the knowledge of confidential information regarding marketing plans and product development.
Designs and develops high quality and secured desktop, web, mobile and cloud applications on various platforms. Identifies and resolves bugs and issues on local and productions systems. Develops Next-Gen product using cutting edge technologies and updates existing systems and integrates improvements to the products that are already deployed in the market. Keeps up to date with latest technologies, hardware and software applications, and company product and service offerings.
Salesforce Administrator/ Jr. Developer:
The Salesforce Administrator/Junior Developer ensures the system is updated and security protocols are met for production and sandbox platforms. Maintains daily, weekly, monthly, quarterly, and annual data and system maintenance tasks. Provides user support and training. Supports implementation of patches and upgrades as required. Prepares required reports and analytics.
Processes customer orders according to detailed departmental programs for electric works and other LDS product categories. Maintains and monitors account credit/debit charges relating to customer accounts in accordance with established policies and procedures. Prepares all associated documentation including special pricing, delivery arrangements and other order processing details.
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