Technical Support Specialist

We are looking for someone who will take a hands-on approach by answering calls, e-mail, and chat inquiries, and even deploy the new systems at the customer site. Customer service aspect to provide accurate, timely and complete support to Customer’s request for assistance. This role will be based in Calgary and will travel within the region to visit local customer sites.

You will provide a hands-on and Technical Support:

• Provide a positive customer experience to all clients via phone and remote access by working efficiently and courteously towards the resolution of all user queries, concerns and problems.
• Record/Log all calls, problems and solutions in the company customer resource management system in both a timely and accurate manner.
• Troubleshooting with the end user assists in resolving installation issues and proper use of product by evaluating and analyzing the symptoms.
• Troubleshooting hardware, identifying site specific issues.
• Diagnose and resolve technical hardware issues.
• Assist with the full set up of VMS systems and Access Controllers systems before deployment.
• Deploy VMS systems and Access Controllers systems at customer sites.
• Assist with project commissioning.
• Act as a liaison between customers and the installation team.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resources and follow up until the issue is resolved.
• Provide training to sales, customer service and Customers as required.
• Visit local Customer sites with Technical Service staff as required.
• Maintain knowledge of all changes and new products in the area of responsibility.

Skills

We are looking for someone who has:

• Demonstrated excellence in customer service or client interactions.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
• Highly organized with excellent time management skills and multi-tasking abilities including the ability to be flexible and adapt to changes quickly.
• Flexible and adaptable with a strong desire for success
• Excellent problem solving and analytical skills.
• Ability to understand issues quickly and assess the best solutions in a timely and cost-effective manner and follow up until issues are completely resolved.
• Excellent Customer Service skills, utilizing empathy and understanding to show that the sense of urgency and importance is understood.
• Flexibility and ease in moving between systems and tasks on a constant basis with ease.
• The ability to act independently, take initiative, multi-task and drive tasks and issues to resolution.
• Proven ability to deal with a high level of confidentiality as it pertains to quality and product issues that may impact business.

Job Type: Full-time

Salary: $31.00 per hour

Expected hours: 35 per week

Benefits:

• Language training provided

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Overtime pay

Experience:

• IT support: 2 years (required)

Licence/Certification:

• CompTIA A+ (preferred)

Ability to Commute:

• Calgary, AB T2M 0J4 (required)

Ability to Relocate:

• Calgary, AB T2M 0J4: Relocate before starting work (required)

Work Location: In person