Technical Support Specialist

**Job Title**: Level-II Technical Support Specialist
**Location**: North York, ON

**Job Type**: Full Time, Permanent
**Pay Rate**: $50,000 - $60,000 + Benefits
**Industry**: Biometric Security Solutions
**Job Category**: Technical Support

Our company is seeking a Level-II Technical Support Specialist to join our Technical Services team. In this role, you will provide level-II hands-on support and coordinate the activities of team members performing level-I support desk functions, and support departmental initiatives.

The company provides an end-to-end access control, workforce management, and health screening solution using touchless biometrics. Our devices capture accurate data, which is used to perform intelligent analytics and generate meaningful, user-friendly dashboards to help businesses of all sizes become more healthy, productive, and secure. We are looking for someone curious, driven, and passionate to join our team and help us continue innovating in the biometric security space.

**RESPONSIBILITIES**:
Under the supervision of the Manager, Technical Services, the duties and responsibilities of the Level-II Technical Support Specialist include:

- Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
- Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
- Provide prompt hands-on education to channel partners, system integrators, and end-users as required.
- Identify, investigate complex technical issues, and facilitate analysis for improved product quality and delightful end-user experience.
- Achieve daily goals through ticket resolutions, RMA turnaround time, and provide inputs to minimize device downtime.
- Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
- Lead in implementing policies to ensure quality, timely, and efficient design of customer-oriented services.
- Audit customer accounts to ensure accuracy of information.
- Work effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
- Attend operations/production meetings with management and follow work schedules and other assignments.

**QUALIFICATIONS**
- University Degree, preferably in electronics or a related field.
- Minimum 3 - 5 years of experience in a supervisory role in Technical Support is mandatory.
- Experience with agent-based software & ERP such as Service Cloud, Infor Visual.
- Knowledge in electrical or mechanical fields.
- Extensive customer-facing experience.
- Strong continuous improvement mindset and leadership skills.
- Demonstrated experience with knowledge base management and/or call center management.
- Excellent administrative skills.
- Excellent written and verbal communication skills.
- Strong customer service background.
- Ability to work independently.
- Project management skills.
- Willingness and ability to quickly learn new technical skills.
- Strong work ethic and housekeeping habits.
- Ability to prioritize work activities based upon fiscal impact to desired business goals.
- Positive attitude: punctual, flexible, and adaptable.
- Fluent in the English language

**PREFERRED**
- Bachelor’s Degree in electronics or a related field.

Headquartered in Toronto, Canada, with a global presence, our company manufactures touchless biometric security solutions utilizing face recognition for access control, workforce management, and smart building automation. Our fully integrated hardware and software solution provides meaningful analytics to enterprises and industries for increased health, safety, productivity, and security. With deployments across major enterprises and industries worldwide, our company strives to provide industry-leading biometric solutions that are visually stunning and intuitive for ease of use and install.

We offer transparency, competitive salaries, a health package, and an office environment where employees are surrounded by creative, empowered, and highly energetic people. It’s a perfect time to join us as we scale to the next level as a company. We promise transparency, competitive salaries, a health package, and an office environment where employees are surrounded by creative, empowered, and highly energetic people.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- supervisory role in Technical Support: 4 years (required)
- agent-based software & ERP (Service Cloud): 4 years (required)
- Knowledge in electrical or mechanical fields: 4 years (required)
- customer-facing: 4 years (requ