Technical Support Specialist

4 weeks ago

NiagaraontheLake, Ontario, Canada PCI Panasonic Canada Inc. Full time
Job Title: Bilingual Virtual Technical Support Specialist

At PCI Panasonic Canada Inc., we are seeking a highly skilled and bilingual Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to our customers through various communication channels, including telephone and email.

Key Responsibilities:
  • Provide technical support to customers through telephone and email
  • Resolve customer issues in a timely and efficient manner
  • Consult with management, technical resources, and sales staff as needed
  • 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 as needed
  • Provide value-added customer service by translating technical specifications into clear, non-technical requirements
  • Document all processes and training as needed
  • Process RMA and supply orders/sales processing as required
  • Train and assist new agents with call center routine
Requirements:
  • High school graduation with 3-4 years of technical and troubleshooting experience or a Community College diploma in Electrical, Electronic, or Computer Engineering
  • Proven customer relations experience
  • 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, and internet
  • Working knowledge of Salesforce CRM is an asset
  • Microsoft Networking certification (A+) or an 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

We offer a flexible work options policy, including the ability to work remote, mobile, and create a compressed work schedule. If you are a motivated and customer-focused individual with excellent technical skills, we encourage you to apply for this exciting opportunity.

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