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Senior Technical Support Specialist
2 months ago
About the Role
We are seeking a highly skilled Senior Technical Support Specialist to join our team at PCI Panasonic Canada Inc. This is a full-time contract opportunity with a competitive salary of $70,000 - $90,000 per annum, based on experience.
Job Description
The successful candidate will be responsible for providing technical support through telephone and email for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT). You will consult management, other technical resources, or sales staff for non-routine elements or resolution.
You will maintain, monitor, support, and troubleshoot B2B Customer core Restaurant Point of Sale (POS) hardware along with software applications, including pin pads, scanners, and multiple kitchen video systems, security, drive-through headset and drive-through timers technology, time clock systems, and surveillance systems.
You will escalate customer issues to the next level of support, Advanced product support, Field Service, Management, etc. You will provide value-added customer service by translating highly technical specifications into clear non-technical requirements for easier understanding of non-technical end users.
You will also document all processes and training as needed, RMA and Supply Order / Sales Processing, having exhausted troubleshooting, and depending on the warranty / contract, the agent will be required to process an RMA understanding priority.
Required Skills and Qualifications
- High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering)
- Sufficient proven Customer Relations experience
- Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language
- Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook email, internet, and 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
- Working knowledge of Salesforce CRM would be an asset
Benefits
We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health. Our comprehensive benefits package includes:
- Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
- Panasonic Retirement Pension Plan (RPP/DCPP)
- Group Retirement Savings Plan (RSP)
About Us
PCI Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. We are committed to diversity, equity, and inclusion, and we welcome applicants from diverse backgrounds. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.
