PTS-0625
Located in Mississauga, ON
Pay: $45K to $60K Annual
Job Full Description
Job Position: Product Technical Support Specialist
Job Type:
Position Summary
The Technical Support Specialist is responsible for providing front-line technical assistance for control products. This role requires a candidate with a strong technical foundation, effective problem-solving abilities, and a commitment to delivering high-quality customer service. The Specialist serves as the primary point of contact for customers seeking technical support, ensuring timely and accurate resolution of product-related issues.
What you will do…
1. Provide remote technical support to technicians in the Americas region by guiding callers step by step through their technical issues.
2. Investigate and resolve issues with restroom control systems and their associated peripheral devices including hands-free switches, door control relays and RF wireless devices.
3. Diligently recreating and troubleshoot issues experienced in the field including wiring, hardware and configuration GUIs.
4. Read and interpret diagrams, specifications and operational/product manuals.
5. Working closely with the technical support manager to evolve technical support and service processes that improve customer experience and drive efficiency.
6. Escalate inquiries or issues that cannot be resolved to level II support and/or department manager.
7. Prepare interconnection drawing using MS Visio when requested by callers.
8. Perform other duties as assigned by the manager from time to time.
Duties and Responsibilities
· Providing product support via phone, email and chat to customers experiencing issues with our products.
· Provide sales/customer service support for technical product selection.
· Diagnosing and troubleshoot technical problems, including hardware and software.
· On behalf of the customer, review, assess and assure product electrical compatibility of order.
· Evaluate and assess new products and report to management
· Maintain daily log of all incoming technical requests from customers on a ticketing platform.
· Assist quality control and sales regarding technical testing of products
· Assist with the product trainer in creating collateral for customers and internal staff on product usage and troubleshooting techniques.
· Provide suggestions to the technical writer on product documentation, including FAQs, manuals and knowledge base articles from feedback heard from technical support experiences.
· Willingness to work flexible hours, including occasional evenings up to 7/8 PM EST or Canadian statutory holidays to support customers in the USA.
· Assist and support sales
· Other duties as required.
Qualifications:
· Electronics Engineering Technician Diploma
· Extensive technical and electrical knowledge of automatic door security, control and access products
· Minimum 2 years installation experience
· Minimum 2 years’ experience in Technical Support role
Skills
· Outstanding oral and written communication skills in English.
· Strong organizational skills and attention to detail.
· Ability to work independently and manage multiple tasks simultaneously
· Able to communicate with various staff members in a positive manner
· Familiarity to MS Visio would be beneficial.
Mississauga, ON
3286
377 Burnhamthorpe Road East
Suite 112A
Mississauga, ON L5A 3Y1
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