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Technical Support Analyst

4 weeks ago

NiagaraontheLake, Canada Panasonic Avionics Corporation Full time

Overview

Panasonic Canada Inc. is currently looking to hire for the position of Technical Helpdesk Analyst I.

Responds to customer inquiries through the use of telephone or email to provide problem resolution in accordance with service level standards. Consults management, technical, or sales staff for non-routine elements or resolution. Participates in team resolution of problems as required. Performs other duties as assigned.

This is a full-time position.

This position is onsite. Any office-based work will be performed from our Niagara on the Lake office.

Responsibilities

- Provides bilingual technical support through telephone & e-mail for timely resolution of customer issues. Assists customers with general programming, and or operational errors. Make suggestions to improve operational efficiencies. Provides guidance to customers on operation of equipment. Refers customers to online tools or manuals, technical or sales staff.
- Liaises with management, sales, or technical staff to resolve non-routine elements or issues. Participated in team resolution of non-routine issues or initiatives. Initiates call back protocols as required.
- Maintains required logs, and related files.
- Maintains detailed and current knowledge of products and services. Assists new agents with call center routine.

Qualifications

- A+ or equivalency, customer care related & technical helpdesk support.
- Microsoft Office, including Excel, Word, Outlook – Advanced
- Excellent problem-solving skills.
- Establish rapport with team members to effectively solve problems and solicit opinions.
- Courteously exchanges factual information in a customer complaint environment. Calms irate or stressed customers in down time situations. Quickly establishes rapport to elicit productive answers to investigative questions that result in timely and accurate solutions.
- Occasional communication of bad news.

Benefits & Perks – What’s In It For You

Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.

- Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
- Panasonic Retirement Pension Plan (RPP/DCPP)
- Group Retirement Savings Plan (RSP)
- Generous Parental Leave Top Up
- Education Assistance Program/ Tuition Reimbursement
- Employee Purchase Program
- Employee & Family Assistance Program (EFAP)
- Competitive Rates on Home and Auto Insurance
- Employee Volunteer Program – Paid Time Off for Volunteer Days
- Onsite Events
- And many more benefits & perks

Hybrid Work Model

Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.

Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule.

How to Apply

Please include a PDF copy of your current resume.

Diversity, Equity, & Inclusion at Panasonic Canada, Inc.

In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential.

AODA Policy

Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

Only candidates selected for an interview will be contacted.

We thank you for your interest in working for Panasonic Canada Inc.

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