Technical Support Specialist

3 months ago

Kitchener, Canada CareHawk, Inc. Full time

**Duties and responsibilities**:

- Act as a point of contact for all CareHawk product lines
- Act as a technical authority, providing expertise to clients
- Provide technical phone support to customers with installation, site commissioning, and product issues
- Assist customers with diagnosing problems with the installation of products or explaining the operations of these products
- Enter calls and events into a Call Log through the Axosoft program for future reference with a product, quality issues, product improvements, and departmental usage
- Support for the creation of RMAs from our dealers
- Test and troubleshoot CareHawk products and other electronic assemblies
- Read and understand schematics, use basic soldering skills, and uses electronic diagnostics equipment such as digital multimeters, frequency generators, oscilloscopes, etc.
- Checks Inventories
- Makes sure RMA returns and shipping are done promptly after Advanced Replacement or repair completion
- Help ensure that CareHawk surpasses our customer’s expectations
- Be-up to date with development trends and best practices within the electronics and telecommunications industry
- Work with R&D and management to improve the product by being the voice of the customer

**Qualifications include**:

- Desire to work in an industry that provides safety for our children/youth
- Ability to work in a fast-paced environment with an exceptional sense of urgency
- Graduate of Community College - Electronic Engineering Technology
- Minimum of 2 years of electronics experience in the telecommunications industry
- Proficient in Microsoft Office Suite, Outlook, Excel, Word, & Visio.
- Excellent understanding of the basic principles related to electronic and electrical components in a constant voltage communication system
- Good knowledge of routers, firewalls, switches, VPN, and other networking technologies
- Outstanding analytical and problem-solving skills
- Possesses excellent customer service skills
- Accuracy and thoroughness. with attention to detail
- Effective organizational skills with the ability to multi-task
- Strong work ethic and high level of professionalism.
- Can maintain good working relationships with colleagues, management, and customers.

As occasional travel within North America is required a valid driver’s license with a clean record as well as a passport (or willingness to obtain one) is required.

Working hours are within the hours of 8:00 am and 5:00 pm.

May be required to work longer hours to resolve issues with clients

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

**Experience**:

- Computer networking: 2 years (preferred)

Work Location: In person

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