Technical Customer Support

3 weeks ago

Burnaby, Canada Houle Electric Limited Full time

**About the position**:
Currently, we are seeking a **Technical Customer Support **to join our Low Voltage Technologies team. This position is flexible to work from our Burnaby Office or Victoria, BC Office.

**Technical Customer Support Duties and responsibilities**:

- Providing consistent, high quality customer service, seeking to deliver efficient and effective solutions.
- Work with customers to complete an initial investigation of the support request and provide tier 1 level technical support to customers and team members
- Triage tickets to determine root cause and identify the resources needed to resolve
- Prioritize work tasks, schedule and dispatch technicians
- Coordinate and follow up with estimators, project managers and technical staff to complete work orders
- Entry, tracking, and completing work orders
- Follow standard Houle processes and procedures
- Support the billing team with any questions about work orders
- Support the team manager and the service team
- Effectively communicate issues that require escalation

**Skill and experience for the Technical Customer Support role**:

- Basic technical knowledge of intrusion, CCTV and access control systems
- Understanding of electronic knowledge including AC, DC, voltage, relays, etc.
- Basic systems and networking troubleshooting experience with the ability to troubleshoot issues remotely with technical and non-technical stakeholders
- Excellent communication skills and customer service focused
- Strong computer skills and administrative experience
- Able to coordinate multiple team members in a fast-paced environment and remain organized
- Able to prioritize work items according to severity/technicality
- Strong written and spoken English communication skills
- Flexible with the proven ability to multi task in a changing, fast-paced environment
- Positive attitude with a patient and calm nature
- Experience triaging calls and dispatching an asset

Culture is important at Houle. You must be collaborative in nature. You are a solution focused team player and always willing to learn. You are a bright, ambitious, honest, and a straight forward professional. Your personable nature will fit well within the friendly working environment.

The salary for this position will be commensurate with experience. Houle offers an exciting, enjoyable work environment, competitive benefits package as well as a competitive incentive plan and many company sponsored events.

**About Houle**:
At Houle, we are passionate about building resilient communities. From airports, shipping terminals, and water treatment facilities, to hospitals, universities, and shopping centres, we deliver integrated electrical solutions for our industrial, commercial, institutional and residential customers.

While we are leaders in electrical construction, we also specialize in a wide range of in-house technology solutions, including audio visual, building automation, healthcare systems, network systems, and security and life-safety. As a certified Great Place to Work, and one of Canada's Best Managed Companies, we take pride in our talented people and collaborative culture that bring our client's vision to life.

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