Technical Support Specialist

2 weeks ago

Longueuil, Canada D-BOX Technologies Inc. Full time

We are seeking a Technical Specialist, Customer Service, who will be responsible for providing direct assistance, mainly by email and telephone, to all internal and external D-BOX customers, making recommendations for continuous product improvement, participating in the design and development of various management tools, and developing standard processes for customer service.

Your mission
  • Handle technical issues for D-BOX customers (institutional, commercial and private) by providing technical support via email and telephone
  • Be the point of contact and take responsibility for escalations with engineering, following their progress until they are fully resolved
  • Properly document information in all boxes in the information management systems, according to established D-BOX processes
  • Maintain a customer-focused attitude so that all our partners receive the expected level of service
  • Carefully follow the current operational procedures and contribute to improving them
  • Actively participate in special projects to improve overall processes or customer service documentation
  • Monitor your personal performance with the help of indicators and dashboards and make the necessary adjustments
  • Offer continuing education workshops on the various products and divisions
  • Provide technical support to customers on an occasional basis
  • Participate in the installation of seats in theatres worldwide, with specialists from time to time
Your DNA
  • College diploma (DEC) in electronics, mechanics, computer science or equivalent experience
  • Two (2) years of experience in a technical customer support position as well as in customer service with inbound and outbound calls
  • You have a basic knowledge of networking
  • You have experience working with remote connection tools (VPN, Remote Desktop, TeamViewer, LogMeIn, etc.)
  • You are familiar with Office suite and the Windows environment
  • You are customer-oriented, independent, organized, a team player and skilled at prioritizing
  • You have strong analytical and problem-solving skills
  • You are at ease in a dynamic and constantly changing environment
  • You are not afraid to get out of your comfort zone
  • You communicate well in French and English (Spanish or Portuguese is an asset)
  • The work schedule is mostly daytime during the week. In order to support movie theatres around the world, the position also includes rotating evening and weekend shifts.
  • An energetic team that entertains the planet;
  • Opportunity to innovate, grow and have a significant impact;
  • A flexible work schedule with teleworking possibility;
  • A complete insurance plan (with telemedine services);
  • Personal days;
  • An annual credit for sports;
  • A salary commensurate with your talent;
  • And much more


D-BOX is committed to making our team a better reflection of society and values diversity of all forms. We encourage applications from women, from those who identify as Indigenous, as a Person of Colour, as a member of the LGBTQ2S+ community, as a person with a disability and from other cultural, racial or ethnic minorities.

TECHNICAL SUPPORT SPECIALIST

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