Technical Support Specialist

3 days ago


Port Coquitlam, British Columbia, Canada Real Time Networks Full time

We are seeking a skilled Technical Support Specialist to join our team at Real Time Networks, a growing company based in Port Coquitlam, BC.

Job Summary:

The Technical Support Specialist will be the first point of contact for customers, providing exceptional technical support and troubleshooting hardware and software issues. This role requires strong technical aptitude, excellent communication skills, and a passion for helping others.

About the Job:

This is a permanent, full-time position (5 days per week) with an anticipated start date of immediately. The salary range for this role is $50,000-$60,000 per year, commensurate with experience and education.

Responsibilities:

  • Act as the first point of contact for customers via phone, video, and email.
  • Provide first-level technical support and address customer service-related issues promptly and professionally.
  • Build strong customer relationships by addressing complaints, offering effective solutions, and recommending proactive maintenance.
  • Participate in after-hours queue rotation to provide 24x7 support to RTN customers.
  • Manage tickets and queue to ensure timely responses aligned with Service Level Agreements (SLAs).
  • Conduct hands-on troubleshooting, device testing, and product setup and installation.
  • Travel onsite to customer locations as needed for service calls and product installations.
  • Quickly learn and apply new software, hardware, and technical concepts to resolve customer issues.
  • Develop and maintain customer support documentation and Standard Operating Procedures (SOPs).
  • Support the creation and updating of knowledge base articles and training materials for internal and external use.
  • Provide general and administrative support to the Client Services and Development teams.
  • Collaborate with other departments to meet customer objectives, service goals, and project timelines.
  • Participate in team meetings and contribute to continuous improvement initiatives.
  • Stay updated with the latest developments in information security standards and regulations.

Requirements:

  • Post-secondary education, preferably in an IT, Electronics, or related discipline.
  • 1-3 years of customer support or technical support roles.
  • Experience troubleshooting and supporting hardware and software systems.
  • Fluent in English (French considered an asset).

Benefits:

  • A competitive salary commensurate with experience and education ($50,000-$60,000 per year).
  • A comprehensive benefits program including extended medical and group insurance.
  • RRSP matching and bonus eligibility after probationary period.
  • Education Assistance benefits.

How to Apply:

Please submit your resume and cover letter to us. In the subject line of your application, please indicate the job title and reference number.



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