Technical Support Specialist

6 days ago

Mississauga, Ontario, Canada Hikvision Canada Full time

We are seeking a highly skilled Technical Support Specialist to join our team at Hikvision Canada. As a key liaison between product solutions and customers, you will be responsible for providing technical support during the entire sales process, from pre-sales to after-sales.

Job Description
  • Product Solution Production (30%):
    • You will be responsible for promoting product technology, empowering internal teams with product knowledge and solutions, and externally promoting product solutions through training, roadshows, and exhibitions.
    • You will provide customers with product consulting and selection services, participate in customer technical requirement exchanges, and understand/guide their needs and requirements.
    • You will be responsible for testing new products or new versions during their introduction stage on the local market, provide feedback and reports about the products' local implementation, and accelerate product landing and introduction.
    • You will provide local market insight regarding products, solutions, and competitors to promote the improvement of corresponding products and solutions.
  • Customer Education and Curriculum Development (35%):
    • You will independently carry out regional customer training, including product presentations and certification training, to continuously improve market share and enhance Up-Selling/Cross-Selling for existing customers.
    • You will develop product solution courses for technical personnel and sales staff based on customer and market needs to promote understanding of the company's products and solutions.
  • Problem Resolution and After-sales Service (35%):
    • You will track and handle various product issues, promoting timely resolution and effective closure of issues to enhance customer satisfaction.
    • You will collect and report product quality issues, communicating with headquarters' technical support and R&D teams in a timely manner to promote product quality improvement.
    • You will coordinate with the after-sales team to handle batch quality issues in a timely manner, providing solutions, and improving customer service satisfaction.
    Qualifications
    • A minimum of 3 years' experience in CCTV camera and related industries.
    • 2+ years of successful training experiences with some curriculum building knowledge.
    • A professional degree or diploma in Electrical Engineering or a related field, and/or related work experience.
    • Excellent communication and presentation skills, with the ability to work with different internal teams and management teams.
    • Proficiency in diagnosing hard/software issues.
    • Availability to work occasionally outside standard hours to collaborate with global teams or handle urgent client issues.
    • Strong analytical abilities, critical thinking, and problem-solving skills.
    • A team player and self-motivated individual.
    • Proficiency in both English and Mandarin languages, or if based in Montreal, proficiency in French, English, and Mandarin.
    • Based in Toronto, Ontario, or Montreal, Quebec.

The estimated salary for this position is $80,000-$110,000 per year, depending on location and experience. If you are a motivated and detail-oriented individual looking to grow your career in the technical support industry, please apply today

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