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.
  • Liaise with sales when required.
  • 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. 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.

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. Panasonic is creating technologies that move us.

How to Apply:

Please include a PDF copy of your current resume.

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