Technical Support Specialist

3 weeks ago


Burnaby, Canada Avari Wireless Full time

If you are a highly skilled and self-motivated technical professional looking to take your career to the next level, you’ve come to the right place. We are in search of a Technical Support Specialist to join our team and contribute to Avari’s continuing growth.

**Responsibilities**:

- Respond to all customer enquiries in a timely, courteous and accurate manner
- Document clearly all details related to issues reported by customer
- Analyze all collected information to identify potential root cause
- Raise customer reported issues in trouble ticket system and assign to Engineering for investigation
- Update customer regularly on progress of trouble tickets
- Participate in system testing to learn and gain in-depth knowledge of company products and solutions
- Work with Engineering team to confirm root cause and devise possible solutions
- Create resolution plan identifying root cause and solutions for customer feedback
- Provide technical support to customers overseeing solution implementation
- Process all Return Merchandise Authorization (RMA) and co-ordinate with Manufacturing team for repair and product returns to customer
- Attend meetings with customers to present progress of trouble tickets / RMA
- Provide technical training to channel partners and integrators as required
- Occasional off-hour support required
- Occasional domestic and international travel

**Qualifications**:

- Strong analytical and presentation skills
- Good technical background and passion to build a career in the wireless industry
- Excellent interpersonal with ability to build credible relationships with cross-functional teams
- Ability to multi-task and work under pressure to meet deadlines
- Ability to build and develop relationships with customers
- Capable of working in a changing environment and willing to take responsibility for multiple functions
- 2+ years technical support experience preferably in mobile communications
- Proficient in MS Word, Excel and PowerPoint
- Highly motivated and enthusiastic to learn new technology
- Excellent attention to detail
- Valuable field experience an asset
- RF Design experience an asset

**Education**:

- A Bachelor degree in Electrical or Electronics Engineering, IT or related discipline

Qualified industry experience will be considered

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

**Salary**: From $70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Burnaby, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hardware Support: 5 years (required)

Work Location: Hybrid remote in Burnaby, BC

Expected start date: 2023-02-01



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