System Support Representative Jobs

BASIC FUNCTION:

• Maintain the territory coverage under minimum supervision.
• Provide technical support to customers and sales on a variety of different hardware and software products.

POSITION RESPONSIBILITIES:

• Ensure a cohesive and positive environment within your group and with all Lanier employees.
• Presents to the new and potential customer the features, advantages and benefits of a service contract, features, benefits and advantages of accessories and supplies.
• Receives calls and sorts them in order of priority according to product, customer, geography, and time zones. Capable of working for extended periods without direct supervision
• Other duties may be assigned as required.
• Assist with materials pick up, shipments, billing, phone queries, and customer retention.
• Develop service proficiency through self-study and on-the-job training.
• Work collaboratively with other team members
• Makes active suggestions to improve quality or cost-effectiveness.
• Shares feedback with the team about issues with the workload, repetitive issues, and equipment requirements.
• Maintains constant updates regarding the tasks, and service call completion, and meets response time standards, and orders.
• Develop a supervisory attitude and assist in managerial responsibility when called upon. Available for after-hours phone support when required.
• Superior customer service skills to develop a high level of relationship and satisfaction.
• Keep the Sales team updated about competitive activities, customer needs, sales leads, customer satisfaction, and potential issues, and provide feedback to increase sales.
• Uses company equipment in the prescribed manner and stores it properly and safely.
• Seeks required approvals from management.
• Complete all assigned training programs and imparts training to the customers, Technicians, and dealers.
• Make customers aware of new products, improvements, commitment, features, advantages and benefits of GMA. Obtains the required signature from the customer and purchase order.
• Maintain inventory of customer equipment and service performed during the site visit. Asks for supply order and/or provide new product information to the customer.
• Manage customer satisfaction with product performance, response time delays, service cost, etc.
• Participate in sales events with positive team-building intent.
• Submit reports on time and accurately and log the information into the Support ticketing system.
• Secure storage and care for company equipment including laptops, cell phones, hard drives, tools/test equipment and parts at all times with accountability.
• Attend service calls and provide solutions with minimal supervision to customers.
• Assist in the technical development of service programs in a particular area of responsibility.
• Maintain and utilize the most updated version of all forms on the shared drive.
• Provides Technical support to customers, team members and dealers.
• Timely, accurate and concise communication with customers, team members, vendors and suppliers.
• Keep updated with the latest product updates, manuals, files, and technical publications in a manner as necessary to complete all service calls.
• Installs software, hardware and components and provides solutions.

BENEFITS:

• Extended health care with vision care and dental care (after completion of the first year of work)
• Paid time off
• Competitive total compensation
• Casual dress
• Work from home, remote work opportunity with occasional travel
• Pension plan (after completion of the first year of work)

POSITION REQUIREMENTS:

• Minimum of two years of IT service/Help desk experience
• Must have and maintain a dependable vehicle and appropriate insurance
• Bilingualism is required.
• Must be thoroughly trained and qualified to service equipment in assigned areas of responsibility. A considerable degree of creative service is required, demanding broad technical product and application knowledge.
• Must be a graduate with a college diploma, or university degree, in a computer-related field.
• Maintain current geographical location in an area near the customer location for ease of access and travel, as required.
• Must be computer and network literate
• Excellent problem-solving skills with timely resolution of issues
• Must be familiar with all service standards and equipment procedures.
• Must be neat, courteous, organized and possess excellent communication skills.
• Must be able to carry an after-hours cell and work overtime if required.
• Must have and maintain a valid driver's license
• Located in NB province is an asset.

Job Types: Full-time, Permanent

Benefits:

• Vision care
• Paid time off
• Dental care
• Extended health care
• Casual dress
• Company pension
• Work from home

Schedule:

• Weekend availability
• 8 hour shift
• On call

Supplemental pay types:

• Overtime pay

Application question(s):

• Current location (City and Province)

Education:

• DCS / DEC (preferred)

Experience:

• IT support and service: 2 years (preferred)

Language:

• English and French (preferred)

Willingness to travel:

• 25% (preferred)

Work Location: Remote