Level 1 - Technical Support Executive
City: | 111 Gordon Baker Road , Suite #300 Toronto, M2H 3R1 Ontario, Canada |
Title: | Level 1 - Technical Support Executive |
Category: | IT |
EmploymentType: | Permanent |
Description: |
Salary: $ 50,000 – 60,000 + Benefits
Location: Toronto, ON Responsibilities: Under the supervision of the Manager/Supervisor or Lead, Technical Services, the duties, and responsibilities of the Level-I Technical Support includes: • Daily interactions with IXM Customers, qualify customer’s eligibility for support and document product issue. • Educate Customers about IXM ticket flow and steps to problem resolution. Seek feedback and communicate through ranks for improvements that would result in delightful customer experience. • Perform technical diagnostics and troubleshooting (desktop and remote) of Biometrics and Access Control product and integration issues. • Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices. • Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time. • Provide training for Installers, Integrators, customer, internal engineer for Access control products. • 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. • Provide inputs towards implementing policies to ensure quality, timely and efficient design of customer-oriented services. • Auditing customer accounts to ensure accuracy of information. • Attend operations/production meetings with management and follow work schedules and other assignments. We Value: • Experience with agent-based software & ERP – Service Cloud, Infor Visual. • Knowledge in electrical, mechanical field. • Extensive customer facing experience in biometrics and access control industry. • Strong continuous improvement mindset, strong leadership impact. • Demonstrated experience with Knowledge Base Management & Call Center Management. • Good administration skills. Qualifications and Experience: • Diploma or University Degree, preferably in electronics or a related field • Minimum 2 – 3 years of experience as a Technical Support Engineer • Exceptional interpersonal skills • Strong Customer Service background • Ability to work independently. • Project management skills • Willingness and ability to quickly learn new technical skills. • You have a splendid work ethic and housekeeping habits. • You can prioritize work activities based upon fiscal impact to desired business goals. • You are proficient with computer applications. • Your attitude is positive: you are punctual, flexible, and adaptable. |
Company: |