Technical Support Representative

3 days ago

Vaughan, Ontario, Canada Integrated Control Technology Full time

About ICT Integrated Control Technology (ICT) is a global leader in intelligent access control and security solutions. Our technology is trusted by organisations around the world to protect people, property, and data. We pride ourselves on innovation, customer focus, and building solutions that make a real difference.

The Role As a Technical Support Representative, you'll be responsible for delivering exceptional technical product support to our customers. You'll play a key role in diagnosing, troubleshooting, and resolving product issues, while acting as a strong advocate for the customer within ICT. This role is ideal for someone who enjoys problem-solving, collaborating with technical teams, and providing high-quality customer support.

What You'll Be Doing

  • Provide timely and effective customer support via ICT's online ticketing system
  • Deliver scheduled phone support to customers, including on-call support as required
  • Test and replicate product issues to help define and resolve support cases
  • Take ownership of specific technical issues and projects through to resolution, with team support where needed
  • Act as a customer advocate by communicating product feedback, feature requests, and improvements to internal teams
  • Support and contribute to the client knowledge base, ensuring key product information is accessible and up to date
  • Adhere to ICT's health and safety procedures, including identifying and reporting hazards
  • Carry out other reasonable duties related to the Technical Support Representative role

What You'll Bring

  • Excellent written and verbal communication skills
  • A positive, professional, and flexible attitude
  • Strong attention to detail and a commitment to high-quality work
  • A self-starter mindset, with pride in ownership and accountability
  • Ability to work well both independently and as part of a team
  • Motivation, reliability, and the ability to meet deadlines in a fast-paced environment
  • A passion for living the ICT Values – Kaitiakitanga, Innovation, Passion & Respect

Nice to Have

  • Previous experience in a technical support or customer-facing technical role
  • Experience working with ticketing systems and remote customer support
  • An interest in security technology, electronics, or software-based products
  • Familiarity with documenting solutions or contributing to knowledge bases
  • If you're passionate about technology, enjoy helping customers succeed, and want to be part of a collaborative and innovative organisation, we'd love to hear from you.
  • Experience diagnosing electronics an asset
  • Experience with Windows and Linux systems an asset

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