Technical Support Specialist

4 weeks ago

NiagaraontheLake, Ontario, Canada PCI Panasonic Canada Inc. Full time
Job Title: Technical Helpdesk Analyst I

Overview:

We are seeking a highly skilled Technical Helpdesk Analyst I to join our team at Panasonic Canada Inc. This is a full-time contract opportunity that requires a strong technical background and excellent customer service skills.

Key Responsibilities:

  • Maintain, monitor, support, and troubleshoot B2B Customer core Restaurant Point of Sale (POS) hardware and software applications.
  • Escalate customer issues to the next level of support, Advanced product support, Field Service, Management, etc., as required.
  • Participate in team resolution/root cause of non-routine issues or initiatives.
  • Initiate customer call back protocols as required.
  • Provide value-added customer service by translating highly technical specifications into clear, non-technical requirements for easier understanding of non-technical end users.
  • Document all processes and training as needed.
  • RMA and Supply Order/Sales Processing: Process an RMA understanding priority level response or provide quotes on replacement parts and process supply orders if needed.
  • Maintain detailed and current knowledge of products and services.
  • Train and assist new agents with call center routine.

Qualifications:

  • MUST-HAVES:
    • High school graduation with 3 to 4 years technical and troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven customer relations experience.
    • Must be highly skilled in customer relations with the ability to exhibit empathy, patience, and the ability to translate technical jargon into plain understandable language.
    • Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook email, internet, and Microsoft Networking certification (A+) or appropriate post-secondary technical degree involving Engineering, Computer Networking, Programming, Systems Analyst, etc.
    • Working knowledge of TCP/IP networking protocols, Router hardware and configuration, Ethernet Hub, Internet Modem, and anti-virus in a networked environment.
    • Complex problem-solving skills required.
    • Exceptional interpersonal and communication skills.
  • NICE-TO-HAVES:
    • Working knowledge of Salesforce CRM would be an asset.

Benefits & Perks:

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

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.

Who We Are:

Meet Panasonic Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients.

How to Apply:

Please include a PDF copy of your current resume.

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