Technical Helpdesk Specialist

4 weeks ago

NiagaraontheLake, Ontario, Canada Panasonic Full time
Job Title: Technical Helpdesk Analyst L2

Job Summary: We are seeking a highly skilled Technical Helpdesk Analyst L2 to join our team at Panasonic Canada Inc. This role will be responsible for supervising the day-to-day operations of junior team members, ensuring service level agreements are met, and providing technical support to customers.

Key Responsibilities:
  • Monitor wallboard to ensure agent productivity and service level are met, answer calls when wait times or call volumes reach certain levels.
  • Review various queues in Salesforce to ensure calls are addressed in a timely manner and by priority.
  • Assign short-term projects around escalated issues and handle front-line calls when required.
  • Offer functional guidance to junior agents, consult with management on more serious issues, and handle customer escalations.
  • Seek assistance from other departments to obtain resolution for escalation complaints, refer customers to online tools or manuals, technical or sales staff, and escalate customer issues to the next level of support as required.
  • Participate in team resolution/root cause of non-routine issues or initiatives and initiate customer call-back protocols as required.
  • Assist agents through phone and email to resolve front-line calls/escalations, prepare and maintain training FAQs, and other training documentation/best practices that will assist in faster acclimation of new agents.
  • Provide input into junior agent performance evaluations, participate in team meetings for resolution of non-routine issues or initiatives, and offer suggestions for team improvement.
  • Resolve vendor manager emails, agent support emails/questions in a timely manner.
Requirements:
  • High school graduation with 3 to 5 years of experience in a technical helpdesk environment.
  • A+ certification or equivalent is preferred.
  • Experience with working through escalations from Level 1 support staff and providing Level 2 support on a day-to-day basis.
  • Proficient with Microsoft Office, including MS Excel, Word, and Outlook.
  • Excellent problem-solving and analytical skills.
  • Exceptional interpersonal and communication skills.
  • Bilingualism (English and French) is preferred.

About Panasonic Canada Inc.: Panasonic Canada Inc. is a leading technology provider to businesses, government agencies, and consumers across the region. We leverage our strengths in Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains, and Connected Solutions to provide lifestyle solutions to consumers as well as secure and resilient integrated solutions for B2B and B2G customers.

What We Offer: Comprehensive medical and dental coverage with a health spending account, deferred profit-sharing plan, group retirement savings plan, education assistance program/tuition reimbursement, employee purchase program, employee and family assistance program, competitive rates on home and auto insurance, and employee volunteer program – paid time off for volunteer days.

Hybrid Work Model: Panasonic Canada Inc. supports a hybrid work model, understanding 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 remotely.

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