Technical Support Specialist
5 days ago
This is a full-time contract opportunity as a Technical Support Specialist for PCI Panasonic Canada Inc.
About the CompanyPanasonic Canada Inc. 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.
Job SummaryWe are seeking a highly skilled Technical Support Specialist to provide technical support through telephone and email for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT).
Responsibilities- Maintain, monitor, support and troubleshoot B2B Customer core Restaurant Point of Sale (POS) hardware along with software applications.
- Escalates Customer issues to next level of support, Advanced product support, Field Service, Management, etc.
- Provides value added Customer Service by translating highly technical specifications into clear non-technical requirements for easier understanding of non-technical end users.
- RMA and Supply Order / Sales Processing- Having exhausted troubleshooting, and depending on the warranty / contract, the agent will be required to process an RMA understanding priority.
- Train and assist new agents with call center routine.
- High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven Customer Relations experience.
- Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language.
- Working knowledge of Microsoft Word, Excel, Power Point, Outlook email, internet. Working knowledge of Salesforce CRM would be an asset.
- 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.
- Bilingual in French and English.
$60,000 - $80,000 per year, based on experience and qualifications.
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