Technical Support Specialist

5 months ago

North York, Canada Career Nexus Inc. Full time

**Job Title**: Technical Support Specialist - Access Control
**Location**: North York, ON

**Job Type**: Full Time, Permanent
**Pay Rate**: $50,000 - $60,000 + Benefits
**Industry**: Biometric Security Solutions
**Job Category**: Technical Support

Our company is seeking a Technical Support Specialist - Access Control to join our Technical Services team. In this role, you will provide level-II hands-on support and coordinate the activities of team members performing level-I support desk functions, and support departmental initiatives.

The company provides an end-to-end access control, workforce management, and health screening solution using touchless biometrics. Our devices capture accurate data, which is used to perform intelligent analytics and generate meaningful, user-friendly dashboards to help businesses of all sizes become more healthy, productive, and secure. We are looking for someone curious, driven, and passionate to join our team and help us continue innovating in the biometric security space.

**RESPONSIBILITIES**:
Under the supervision of the Manager, Technical Services, the duties and responsibilities of the Technical Support Specialist - Access Control include:

- Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
- Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
- Provide prompt hands-on education to channel partners, system integrators, and end-users as required.
- Identify, investigate complex technical issues, and facilitate analysis for improved product quality and delightful end-user experience.
- Achieve daily goals through ticket resolutions, RMA turnaround time, and provide inputs to minimize device downtime.
- Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
- Lead in implementing policies to ensure quality, timely, and efficient design of customer-oriented services.
- Audit customer accounts to ensure accuracy of information.
- Work effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
- Attend operations/production meetings with management and follow work schedules and other assignments.

**QUALIFICATIONS**
- University Degree, preferably in electronics or a related field.
- Minimum 3 - 5 years of experience in a supervisory role in Technical Support is mandatory.
- **Biometric Access Control or Access Control or CCTV Manufacturers is required.**:

- Experience with agent-based software & **ERP such as Service Cloud, Infor Visua**l.
- Knowledge in electrical or mechanical fields.
- Extensive customer-facing experience.
- Strong continuous improvement mindset and leadership skills.
- Demonstrated experience with knowledge base management and/or call center management.
- Excellent administrative skills.
- Excellent written and verbal communication skills.
- Strong customer service background.
- Ability to work independently.
- Project management skills.
- Willingness and ability to quickly learn new technical skills.
- Strong work ethic and housekeeping habits.
- Ability to prioritize work activities based upon fiscal impact to desired business goals.
- Positive attitude: punctual, flexible, and adaptable.
- Fluent in the English language

**PREFERRED**
- Bachelor’s Degree in electronics or a related field.

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

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- supervisory role in Technical Support: 4 years (required)
- agent-based software & ERP (Service Cloud): 4 years (required)
- Knowledge in electrical or mechanical fields: 4 years (required)
- continuous improvement mindset and leadership skills: 4 years (required)
- base management and/or call center management: 4 years (required)
- administrative skills: 4 years (required)
- customer service background: 4 years (required)
- project management skills: 4 years (required)
- excellent written and verbal communication skills: 4 years (required)
- Biometric Access Control/Access Control/CCTV Manufacturers: 4 years (required)

**Language**:

- English (required)

Work Location: In person

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