Technical Support Specialist

6 months ago

Victoria, Canada Reliable Controls Full time

**Who we are**:
Reliable Controls is dedicated to reducing the carbon footprint of buildings around the world. Our team specializes in the design, development, and assembly of building automation controls and software programs.

We align ourselves with the right people and empower them in the right ways. An established company based in Victoria, BC, we nurture a strong culture of communication, trust, and collaboration. Embracing a work-life balance, promoting continuous learning, and celebrating our achievements are a few of the ways we show our enduring commitment to employees. Let’s combine our passions for building a greener future

**Your mission**:
To assist our Authorized Dealers in resolving any issues they may have with our product and to document any problems or feedback received. You will work closely with the R&D team to identify any issues, reproduce them as well as test new exciting products and features.

**What we offer**:

- Highly competitive extended health and dental plans for you and your family
- A yearly RRSP contribution on the company’s behalf, plus an employee contribution-matching program to help you grow your financial well-being
- An annual performance bonus
- Paid time off to volunteer and give back to the community, on your own or as a part of a group with your coworkers
- Free on-premise parking, or choose our green transportation option and be paid for it
- Social Committee events almost every month, from potlucks, game nights, and LAN parties to camping and skiing
- Free on-site gym at both locations
- Awards and recognition for service and accomplishments
- Assistance with tuition or skills training relevant to your role
- A rewarding career doing work that matters

**What we hope to create**:
Solutions for building operators to enable the vision of Net-Zero Emissions by 2050. Help us get there.

**In this role you will**:

- Provide Front line Tier 2 Technical Support to incoming support requests from our Authorized Dealer network via various communication channels
- Support internet connectivity setup issues, creation of WAN’s with routers and Reliable Controls’ IP based products
- Work with internal technical staff to identify potential product issues
- Resolve support tickets, maintain detailed ticket records, and ensure seamless operations
- Document product known issues, common solutions and other best practices in the Technical Support Knowledge Base
- Understand the Reliable Controls product line, including software and hardware products. Use this knowledge to assist others with the products.
- Gather valuable customer feedback about our products, document it and relay it back to various stakeholders within the company.
- Test and verify firmware and software within our QA department

**You'll have access to**:

- An onboarding package to get you up to speed
- Online training courses
- A mentor
- Innovation days
- A yearly training allowance

**This role might be right for you if you have**:

- A minimum of 3 years of demonstrated customer service experience within a fast-paced environment
- A Diploma/Degree in Information and Computer Systems, networking, HVAC or electronics
- Outstanding customer service, communication and active listening skills
- A strong software, computing and IT background is necessary
- Solid understanding of IP networks and networking technologies
- Hands-on experience and understanding of hardware and electronics
- Ability to accurately log, track and manage support calls
- Ability to think critically, troubleshoot proactively and solve complex problems
- Prior experience in tech support would be an asset
- Strong understanding of SQL databases would be an asset
- Background in HVAC controls industry, electronics, or related trade would be an asset

**You'll be successful in this position if you**:

- Are an enthusiastic, innovative individual who cares about sustainability
- Look for ways to have a meaningful impact on your team's work
- Are interested in using devices to control the physical environment, and you're willing to learn our products and industry
- Like a challenge and want to grow professionally
- Are patient and diligent; quality may take longer, but you know it's worth it
- Value a healthy work-life balance; we don't expect you to work overtime or weekends

**Let’s connect**

At Reliable Controls, it’s not only experience and skills we are seeking; alignment with our values is of the utmost importance to us. Continuous improvement is vital to our organization, and we are prepared to invest in our team’s future, not just their current abilities. Let’s connect. We would love to hear from you

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