Job Description
Description:The Junior Technical Support Analyst position works with customers via inbound calls, outbound calls, or online. Other responsibilities include set up and testing of hardware and software prior to delivery to the client.Education, Training and Other Requirements:Undergraduate degree or technical diploma preferableCustomer service training an assetExperience:Experience working with technology in a Windows (W7, W10, W11) based environmentExperience working in a technology-based call support environment or providing customer facing technology installation or support services an assetExperience working with low voltage and/or electronic locking technologies an assetInstall, repair, and maintain PCsMicrosoft 365 (Teams, Outlook, Office).Experience with Linux is an asset.Experience with Salesforce CRM is an asset.Skills/Competencies:Demonstrated excellence in customer service or client interactionsDemonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and mannerExcellent communications skills both written and verbalHighly organized with excellent time management skills and multi-tasking abilities including the ability to be flexible and adapt to changes quicklyFlexible and adaptable with a strong desire for successStrong aptitude toward technology and an ability to learn quickly including strong computer navigation skills and PC KnowledgeDependable with strong attention to detailAbility to work as a team member, as well as independentlyResponsibilities:Provide a positive customer experience to all clients via phone and remote access by working efficiently and courteously towards the resolution of all user queries, concerns and problems.Record/Log all calls, problem and solutions in the company customer resource management system in both a timely and accurate manner.Develop and maintain superior knowledge of Vigil and VingCard technologyWilling and able to provide after-hours emergency support on a rotating basis as part of the customer support team (overtime rates apply)Participate in proactive projects designed to improve customer satisfaction and business performanceProvide product support to Project Managers/coordinators and trainers as needed.Manage, where appropriate, remote software upgrades for clientsOffer additional products and/or servicesAssist with the full set up of Vigil PCs before they are shipped to clients.Troubleshooting of installed systems at customer sites throughout North AmericaAssist with project commissioning throughout North America when requiredOperation of electronic analysis equipment such as digital multi-meters and proprietary test equipmentParticipation in Quality Assurance ProgramsConduct all work-related activities in a professional and knowledgeable manner.Other duties as assigned