Product Technical Support Specialist

**Product Technical Support Specialist (Non IT/Engineering Role)**

**Job description**

**About**:
Paradigm is focused on innovation and value in the Luxury products that we design and craft. We are setting the standard for others to chase by imagining, designing, manufacturing, and providing the best residential sound systems around the world.

**Position**:
**Key Responsibilities**:

- Professionally handle all incoming calls routed to you for technical support and other enquiries.
- Provide customer engagement in positive and approachable manner. Handle customer complaints/issues by providing solutions, often with a goal of providing First Person Resolution to ensure the customer is satisfied.
- Anticipate and identify customer needs or desires in order to recommend the appropriate solution/s.
- Manage a high and multiple volume of inbound lead traffic according to established SLAs/24hrs TAT.
- Accurately track and record activities in the internal database.
- Monitor your KPIs, metrics, and forecast activities to consistently generate pipeline and hit your quota.
- Multitask and manage the process of working with data and track activity.
- Identify and troubleshoot consumer electronics and home theatre setups.
- In case FPR is not met, follow up with the customer to ensure problems are resolved.
- Data Entry: Process parts orders, track and monitor authorize returns and issue service tickets.
- Provide, assist, and maintain FAQs to senior support for internal database and company websites.
- All other duties assigned required for the business.

**Expectations**:

- Excellent command of the English language: both written and spoken
- Ability to adapt in a fast paced and ever-changing environment.
- Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
- Excellent customer service mindset and a high level of professionalism: positive and approachable, active listener, patient, solution oriented, committed to success and delivers a high quality of work and customer experience.
- Skilled at problem solving with the ability to multitask and switch focus quickly and to think independently, strategically and be resourceful.
- Deadline-driven, detailed oriented, and conscientious.
- Must possess good organisational and prioritisation skills
- Incumbent must possess an understanding of consumer electronics along with the organisation’s products, services, and process but will escalate more complex inquiries.
- Relies on instructions and pre-established guidelines to perform the functions of the position and in addition, will perform tasks as outlined below and will work under immediate supervision.

**Qualifications & Experience**:

- Requires 2 to 5 years of experience in the Consumer Electronics industry.
- Excellent problem-solving abilities and attention to detail.
- English at CLB 8.5 or above (required)

If this sounds like you then we want to hear from you

We are looking for people who are passionate about giving legendary customer service and acquiring and retaining a loyal customer base.

**Note**:

- If you have an engineering degree or work in IT you will automatically be rejected.
- This is not an IT-related/Web development position.

We are an equal opportunities employer who embraces diversity and equality in the workplace which means we have a whole host of incredible people working for us with all different experiences and backgrounds.

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8-hour shift
- Evening shift
- STAT Holidays
- Monday to Friday
- Overtime
- Weekend availability