Technical Support Specialist Jobs

Detailed

Title: Technical Support Specialist I ( Remote )

Duration: 04 Months (Possibly Extension)

Location: Vancouver BC CAN V6B1A6

Pay rate - $21 per hour on T4 without any benefits.

Note: Candidate must be vaccinated.

Summary:

• This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues.
• This position will support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.
• Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants, and wireless dealers, is seeking a Technical Customer Support Rep Tier 1.

Responsibilities:

• Ability to work a flexible or rotating schedule, including some weekends and evenings.
• Winning Behaviors, Competencies, and Skills
• Diagnoses browser and networking issues
• Understanding of basic Linux commands
• Always Exercise the highest level of confidentiality and ethical standards.
• Should be able to prioritize and meet tight deadlines.
• Must have excellent customer service skills and manage time well, working with multiple clients at the same time.
• Assist inexperienced or nontechnical end users in resolving issues.
• Work in a team environment
• Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled, or angry.
• Must be able to communicate empathetically, logically, and clearly.
• Records and/or maintains accurate information within ticketing system.
• Must be organized, detail oriented and able to work without constant instruction.
• Proficient in configuring and troubleshooting production services.
• Ability to work in a high intensity, fast paced environment.
• Coordinating, working with and following up on work performed by field techs.
• Possess technical aptitude for performing technical tasks to resolve customer issues.
• Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 team.
• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided.
• Ability to work both independently and as part of a team.
• Configuration and troubleshooting of network issues including firewalls.

Education & Experience:

• High School diploma or equivalent

• Inbound/Outbound technical support center experience preferred

• Customer facing experience preferred

Nice-to-haves:

• Field Tech. Work
• Linux experience
• Salesforce (CRM aka ticketing systems)
• Has worked in video surveillance previously.
• Able to work effectively in groups.
• Help desk or call center experience.
• Scripting
• Creation of Knowledge-based articles, or customer facing documentation

Shift:

• Sunday: Times: Sun 8:00-16:30 Mon-Thur 6:00-2:30 MTN
• Saturday 2: Times: Tues-Sat 8:00-16:30 MTN
• Saturday 1: Times: Sat 8:00-16:30 Tues-Fri 6:00-2:30 MTN