Tech Support Specialist

2 weeks ago


Toronto, Ontario, Canada Connexall Full time

Job Summary

We are seeking a highly skilled Tech Support Specialist to join our team at Connexall. This role will provide technical support and expertise to our customers, focusing on the Connexall Managed Services (CARE+) accounts and associated turn-key solutions enabled with provided hardware.

About Us

Connexall is a leader in integrated clinical communication, providing an award-winning Enterprise grade IoT platform purpose-built for the healthcare industry. Our cornerstone product, Connexall, is a sophisticated and customizable end-to-end integration and communication platform that helps our customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes.

Responsibilities

  • Provide primary technical resource for customers, troubleshooting complex solutions and ensuring customer satisfaction.
  • Open, review, respond to, and resolve all incoming customer service issues and requests.
  • Install, configure, and troubleshoot Connexall system design.
  • Engage in customer support, including application troubleshooting and problem resolution.
  • Closely cooperate with diverse groups, including internal sales team, technical teams, innovation and development team, and customers.
  • Maintain detailed documentation on all customer interactions and product issues using designated tracking tools.
  • Conduct Connexall Remote System Audits and Health Checks of customer systems.
  • Assist Solutions Delivery Team with implementing Connexall software and workflow configuration changes for customers.
  • Implement hardware devices associated with the Connexall Managed Services solutions, including SpectraLink Wi-Fi phone system hardware and Inovonics EchoStream Wireless hardware.
  • Provide Tier I support for SpectraLink Wi-Fi and DECT solutions and Inovonics Echostream solutions.
  • Evaluate and escalate tickets to Tier II/III vendor support team when necessary.

Requirements

  • Bachelor's Degree or Diploma in Computer Science, Engineering, or related field.
  • Experience in delivering customer service via call centre telecommunications preferred.
  • Experience with help desk or customer service in software support preferred.
  • Advanced knowledge of Windows Platform.
  • Knowledge of Windows Networking and telephony communication systems.
  • Knowledge of SpectraLink Telephony systems and Inovonics EchoStream products is a plus.
  • Strong knowledge of troubleshooting and software troubleshooting required.
  • Intermediate knowledge of TCP/IP and WIFI networking.
  • Basic serial communications knowledge.
  • Some experience in remote VPN support.
  • Exceptional communication and interpersonal skills, and a strong customer service orientation.
  • Ability to take initiative and be intuitive and anticipatory.
  • Must be able to learn new systems quickly.

Benefits

  • Competitive annual salary: $80,000-$110,000 CAD based on experience and qualifications.
  • A rich benefits package, including medical, dental, life, and long-term disability insurance.
  • Discretionary Performance Bonus Program.
  • Paid Vacation.
  • Education Reimbursement Program.
  • Sales and Technical Training Certifications on applicable hardware products.
  • RRSP matching program.

Location

This role is based in the General Toronto Area (GTA), ON, Canada. Travel to Portugal, Canada, and the United States is estimated at 30% of the time.


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