Technical Helpdesk Specialist

2 months ago


NiagaraontheLake, Ontario, Canada Panasonic Full time
Job Title: Technical Helpdesk Analyst-Level 2

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.
Requirements:
  • 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.



  • Niagara-on-the-Lake, Ontario, Canada Panasonic Full time

    Job Title: Technical Helpdesk Analyst L2Job Summary: We are seeking a highly skilled Technical Helpdesk Analyst L2 to join our team at Panasonic Canada Inc. This role will be responsible for supervising the day-to-day operations of junior team members, ensuring service level agreements are met, and providing technical support to customers.Key...


  • Niagara-on-the-Lake, Ontario, Canada Panasonic Full time

    Job Title: Technical Helpdesk Analyst L2At Panasonic, we are committed to enhancing the well-being of people, communities, and society through our innovative technologies and solutions. We are seeking a highly skilled Technical Helpdesk Analyst L2 to join our team in Niagara-on-the-Lake office.Key Responsibilities:Supervise the day-to-day operations of...


  • Niagara-on-the-Lake, Ontario, Canada Panasonic Full time

    Job Summary:As a Technical Helpdesk Analyst L2, you will be responsible for ensuring the day-to-day operations of junior team members through wallboard monitoring to meet SLIs. You will also ensure agents are productively taking live calls or priority-based callbacks when required. Additionally, you will reply and resolve emails from vendor management and...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryWe are seeking a highly skilled Technical Helpdesk Analyst I to join our team at Panasonic Canada Inc. The successful candidate will provide technical support to customers through various channels, including telephone and email, to resolve issues in a timely and efficient manner.Key ResponsibilitiesProvide technical support to customers through...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job DescriptionWe are seeking a highly skilled Technical Helpdesk Analyst I to join our team at PCI Panasonic Canada Inc. in Niagara-on-the-Lake.About the RoleThis is a full-time contract opportunity that requires strong technical expertise, excellent communication skills, and a passion for providing exceptional customer service.The successful candidate will...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Panasonic Canada Inc. As a Technical Support Specialist, you will be responsible for providing technical support to customers through various channels, including telephone and email.Key Responsibilities:Provide technical support to customers through telephone and...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryAs a Bilingual Technical Support Specialist at PCI Panasonic Canada Inc., you will be responsible for providing technical support to customers through various channels, including telephone and email. You will work in a 24/7 helpdesk environment, providing timely resolution of customer issues in accordance with service level and other KPI...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryAs a Technical Support Specialist at PCI Panasonic Canada Inc., you will be responsible for providing technical support to customers through various channels, including telephone and email. You will work in a 24/7 helpdesk environment, providing timely resolution of customer issues in accordance with service level and other KPI standards.Key...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    About the RoleWe are seeking a skilled Technical Support Specialist to join our team at PCI Panasonic Canada Inc. in Niagara-on-the-Lake, Ontario.Job DescriptionThis is a full-time contract opportunity that requires the individual to work in a 24/7 * 365 helpdesk environment with a fixed scheduled. The successful candidate will provide technical support...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job DescriptionWe are seeking a highly skilled Technical Support Representative to join our team at PCI Panasonic Canada Inc.Role OverviewThe successful candidate will provide technical support to customers through various communication channels, including phone and email. They will work in a fast-paced helpdesk environment, resolving customer issues...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryPCI Panasonic Canada Inc. is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to customers through various communication channels, including phone, email, and chat. You will troubleshoot and resolve technical issues, escalate complex...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at PCI Panasonic Canada Inc. The successful candidate will provide technical support to customers through various channels, including telephone and email. The ideal candidate will have excellent communication skills, a strong technical background, and the ability to work...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job Description:**Technical Support Specialist**This role requires a highly skilled individual to provide technical support through various channels, including telephone and email. The successful candidate will work in a dynamic environment, collaborating with the team to resolve complex technical issues.Key Responsibilities:Maintain and troubleshoot B2B...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job Summary We are seeking a highly skilled Technical Support Specialist to join our team at PCI Panasonic Canada Inc. The successful candidate will provide technical support to customers through various communication channels, including telephone and email. Key Responsibilities Provide technical support to customers through telephone and email ...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    Job SummaryPCI Panasonic Canada Inc. is seeking a highly skilled Bilingual Virtual Technical Support Specialist to join our team. As a key member of our technical support team, you will provide timely and effective technical support to our customers through various communication channels. Key ResponsibilitiesProvide technical support to customers through...


  • Niagara-on-the-Lake, Ontario, Canada PCI Panasonic Canada Inc. Full time

    About the RoleWe are seeking a highly skilled Senior Technical Support Specialist to join our team at PCI Panasonic Canada Inc. This is a full-time contract opportunity with a competitive salary of $70,000 - $90,000 per annum, based on experience.Job DescriptionThe successful candidate will be responsible for providing technical support through telephone and...


  • Niagara-on-the-Lake, Ontario, Canada Quick Service Software Clearview - Head office Full time

    Job Title: Azure and IT Infrastructure SpecialistJob Summary:Azure and IT Infrastructure Specialist is responsible for managing, optimizing, and maintaining the organization's Azure cloud services and IT infrastructure. This role supports day-to-day operations, resolves technical issues, leads infrastructure-related projects, and ensures system availability,...


  • Niagara Falls, Ontario, Canada Great Wolf Lodge Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Great Wolf Lodge. The successful candidate will be responsible for providing technical support and maintenance of our IT infrastructure, ensuring seamless operation of our systems and networks.About the Role:Provide technical support and...


  • Niagara-on-the-Lake, Ontario, Canada Ontario Power Generation Full time

    Company OverviewOntario Power Generation (OPG) is a leading clean energy generator, committed to providing safe, reliable, and sustainable power to the province.We are seeking a highly motivated and skilled Renewable Energy Operations Specialist to join our team in Niagara.Salary: $80,000 - $110,000 per year, depending on experience.Job DescriptionThe...


  • Niagara Falls, Ontario, Canada SHORNIK SOLUTIONS Full time

    About the RoleWe are seeking a skilled Technical Mobile Applications Specialist to join our team at Shornik Solutions. The ideal candidate will have a strong background in software development and be able to design, develop, and test mobile applications.This is a full-time position that requires a minimum of 5 years of experience in mobile application...