Senior Technical Support Specialist

1 week ago


Barrie, Ontario, Canada Napoleon Products Full time

Napoleon Products leads the way with innovative engineering and advanced manufacturing techniques, resulting in unsurpassed product quality.

The warmth and experience that our products bring to customers' homes transcends borders, language, and cultures to enhance everyday living across the globe.

About the Job

We are seeking a highly motivated Senior Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our customers via phone and email.

This is an entry-level position that requires minimal knowledge of our products and processes. You will work closely with our team to improve on processes and grill knowledge, while maintaining a high level of customer satisfaction.

  • Respond to product information inquiries from customers via phone and email.
  • Enter replacement parts and warranty orders into our CRM application.
  • Achieve contact, order, and CRM volume goals.
  • Respond to basic technical and troubleshooting inquiries without handoff.
  • Maintain minimum average 80% on call/email quality evaluations.

To succeed in this role, you will need:

  • High School diploma, College Diploma/Certificate, or University degree in a related field.
  • Minimum 2 years of work experience in Customer Service, preferably in a contact center or technical assistance environment.
  • Basic Microsoft Office skills (Excel, Word, Outlook), Visual Manufacturing.

Salary: $45,000 - $60,000 per year, depending on experience. The salary range is based on industry standards and takes into account the location and the complexity of the role.



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