USA Technical support specialist

United States, North America
Customer Experience, Technical Support

SUMMARY 

The Technical Support Specialist’s core mandate is to provide customer service.

RESPONSIBILITIES

Service Call Management:

  • Answer customer and field technician calls;
  • Log all calls and interactions into appropriate CRM software.
  • Issue work orders to relevant teams;
  • Manage Field Technician customer visits;
  • Bill for services provided

Carry out Service Projects:

  • Prepare quotes;
  • Build out project cost;
  • Perform follow-up through Service Project delivery.

Technical Support:

  • Collaborate with various departments to ensure solution delivery:
  • Support coworkers performing the integration and the service orders on customer premises;
  • Organize parts shipment to field and customers;
  • Perform remote support sessions for clients.

Customers management

  • Perform occasional service visits (once or twice per month);
  • Available for 24/7 on-call when scheduled for customers having SLA contracts;
  • Act as point of contact for the company for which he/she is assigned to manage open issues
  • Will perform 24 hours on call on site service for customers under SLA with priority 1 issues.

REQUISITE SKILLS

  • College diploma in a technical field (electrical, electronic, computer science, networking, etc.) or equivalent experience;
  • Experience of 1 year in customer relationship management;
  • Total combined experience of at least 1 year as Optel Field Service Technician and/or Technical Support Specialist.  (Other equivalent roles will be evaluated as case by case)
  • English fluency;
  • 24/7 availability and next day travel
  • Have a good sense of organization and of priorities;

What we offer

  • Open and bright office spaces
  • Flexible hours
  • Monthly social club activities
  • Group insurance and RRSP program

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