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Technical Helpdesk Analyst L2

1 month ago

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

At Panasonic, we are committed to enhancing the well-being of people, communities, and society through our innovative technologies and solutions. We are seeking a highly skilled Technical Helpdesk Analyst L2 to join our team in Niagara-on-the-Lake office.

Key Responsibilities:
  • Supervise the day-to-day operations of junior team members through wallboard monitoring to ensure SL is met.
  • Ensure agents are productively taking live calls or priority-based callback's when required.
  • Reply and resolve emails from vendor management and agent support.
  • Attend daily / weekly helpdesk team meetings.
  • Act as a senior consultant by providing additional steps to junior agents to help resolve calls or request an escalation.
  • Act as a liaison between junior agents and advanced product support on escalation, supervises agent / salesforce questions, reply to any priority one vendor manager emails, and takes front line calls should low service level dictate.
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 of a day-to-day basis.
  • Proficient with Microsoft Office including MS excel, work and outlook.
  • Excellent problem-solving and analytical skills.
  • Exceptional interpersonal and communication skills.
  • Bilingualism (English and French) preferred.