Technical Support Agent

9 hours ago

Montréal QC, Canada Hikvision Canada Full time

**OUR COMPANY**

Hikvision is a world leading AIoT solution provider with video as its core competency, and manufactures an extensive suite of comprehensive products and solutions for a broad range of vertical markets.

As a full service, end-to-end security solutions provider, Hikvision Canada Inc. employs a number of experienced professionals across the country. Offices which include state of the art customer experience showrooms, are located in Toronto, Vancouver, and Montreal. As industry experts with a team approach, Hikvision brings innovative technologies to the market, working alongside partners through the entire business cycle. Hikvision is dedicated to supporting the needs of customers and remaining a trusted advisor to partners.

***

**PRIMARY JOB FUNCTIONS**
- Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use Hikvision products.
- Analyze and identify source of problems through troubleshooting with the client and advise resolutions.
- Ensure electronic records are created and updated for all customer communications and escalations.
- Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements.
- Receive training from Product Support Team and ensure knowledge is learned and test completed
- Practice through hands-on product testing, with the opportunity to create training materials for both external and internal trainings.

**ESSENTIAL QUALIFICATIONS**
- Must be bilingual (English and French)
- 1 to 3 years of technical support experience
- Basic computer skills including experience with network IP addressing
- Eligible to work in Canada

**PREFERRED QUALIFICATIONS**
- Technical diploma, Undergraduate or college degree related to IT, Engineering or Computer Science other technology fields
- Call center or technical support experience
- Practical knowledge of Security Systems including analog Digital Video Recorders (DVR) and analog cameras, Encoders / Decoders, Network Video Recorders (NVR) and IP cameras
- Experience with remote connectivity software
- Proficient with Apple computers (Apple hardware, OS, iOS)
- Good interpersonal skills, able to manage customer attitudes and emotions.
- Logical thinker, good analytical and problem solving skills
- Interest in up-to-date technology trends

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