Technical Helpdesk Specialist
2 months ago
At Panasonic Canada Inc., we are seeking a highly skilled Technical Helpdesk Analyst-Level 2 to join our team. As a key member of our helpdesk team, you will be responsible for providing exceptional technical support to our customers and ensuring that our service levels are met.
Key Responsibilities:- KPI Supervision: Monitor wallboard to ensure agent productivity and service level are met, answer calls when wait times or call volumes reach certain levels. Review various queues in salesforce to ensure calls are addressed in a timely manner and by priority.
- Escalation Management: Handle customer escalations, seek assistance from other departments to obtain resolution, and refer customers to online tools or manuals.
- Agent Support: Assist agents through phone and email to resolve front line calls/escalations, prepare and maintain training FAQs, and provide input into junior agent performance evaluations.
- Team Collaboration: Participate in team meetings for resolution of non-routine issues or initiatives, offer suggestions for team improvement, and liaise with management, sales, or technical staff to resolve non-routine elements or issues.
- Email Support: Resolve vendor manager emails, agent support emails/questions in a timely manner.
- High school graduation with 3 to 5 years of experience in a technical helpdesk environment.
- A+ certification or equivalent is preferred.
- Experience with working through escalations from Level 1 support staff and providing Level 2 support on a day-to-day basis.
- Proficient with Microsoft Office, including MS Excel, Word, and Outlook.
- Excellent problem-solving and analytical skills.
- Exceptional interpersonal and communication skills.
- Bilingualism (English and French) is preferred.
We offer a comprehensive benefits package, including medical and dental coverage, a deferred profit-sharing plan, and education assistance. Our hybrid work model allows for flexibility and work-life balance. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.
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