Job Alert: Level-II Technical Support & Level-I Technical Support

1. Level-II Technical Support and Services
45,000 – 55,000 + Benefits – Full Time – Permanent
Toronto, ON

Responsibilities:
Under the supervision of the Manager, Technical Services, the duties, and responsibilities of the Level-II Technical Support includes:
• Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
• Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
• Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required.
• Identify, investigate complex technical issues, and facilitate analysis for improved products quality and delightful end-user experience.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time.
• 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.
• Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Auditing customer accounts to ensure accuracy of information.
• Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
• 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.
• Strong continuous improvement mindset, strong leadership impact.
• Experience with Salesforce.com and SharePoint.
• Demonstrated experience with Knowledge Base Management & Call Center Management.
• Good administration skills.

If interested, please forward updated resume at Mississauga@staffmax.com

—
Level-I Technical Support and Services
45,000 – 55,000 + Benefits – Full Time – Permanent
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) for product and systems 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.
• 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.
• Strong continuous improvement mindset, strong leadership impact.
• Demonstrated experience with Knowledge Base Management & Call Center Management.
• Good administration skills
•Minimum 2 – 3 years of experience in a supervisory role in Technical Support
If interested, please forward up dated resume at Mississauga@staffmax.com