Bilingual Technical Support Specialist

5 hours ago

NiagaraontheLake, Ontario, Canada PCI Panasonic Canada Inc. Full time
Job Title: Bilingual Technical Helpdesk Analyst I

Job Summary:

We are seeking a highly skilled Bilingual Technical Helpdesk Analyst I to join our team at Panasonic Canada Inc. As a key member of our support team, you will provide technical assistance to customers through various communication channels, including phone and email. Your primary responsibility will be to troubleshoot and resolve technical issues related to our B2B Customer core Restaurant Point of Sale (POS) hardware and software applications.

Key Responsibilities:

  • Provide technical support to customers via phone and email, ensuring timely resolution of issues in accordance with service level and KPI standards.
  • Maintain, monitor, support, and troubleshoot B2B Customer core Restaurant 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 of non-routine issues or initiatives.
  • Initiate customer call-back protocols as required.
  • Provide value-added customer service by translating technical specifications into clear, non-technical requirements for easier understanding by non-technical end-users.
  • Maintain detailed and current knowledge of products and services.
  • Train and assist new agents with call center routine.

Qualifications:

  • High school graduation with 3 to 4 years of 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, and 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.
  • Complex problem-solving skills required.
  • Exceptional interpersonal and communication skills.
  • Bilingual in French and English.

Work Environment:

Panasonic Canada Inc. supports a hybrid work model, which allows employees to balance their work and personal life. As a Bilingual Technical Helpdesk Analyst I, you will be required to work in the office for a variable number of days per week, while also having the ability to work remotely.

Why Join Us:

Panasonic 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. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our employees to their full potential.

How to Apply:

Please include a PDF copy of your current resume with your application.

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