Technical Support Specialist I

Summary

• This position requires a technically trained and self-motivated individual who can quickly and successfully identify and resolve a high degree of technical and analytical problems through telephone diagnostics.
• Performs and directs high-level on-line and remote diagnostics (possibly with the assistance of an experienced technician within the department) required to maintain customer satisfaction.
• Interfaces with Technical Support leadership as required.
• Solicits information from other departments relative to Customer Support/Satisfaction.
• Responsible for the sale of consumable items and non-contract technical services.
• Analyse new and existing product trends affecting Customer Support/Satisfaction.
• Participates in procedural planning as required.
• Generates reports as required.
• Provides technical input and solutions relative to field service, training, sales and customer requirements.
• Prepares documentation to support diagnostic needs.
• Performs other miscellaneous duties as assigned.

Job Qualifications

• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
• Two to three years experience in field service/support. Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
• Proven oral/written communication and interpersonal skills.
• Previous technical sales experience.
• Knowledge of LAN/Ethernet required.
• Proficient keyboarding skills.
• Strong background in hardware, software, terminal emulation, and SCSI devices.
• Proven strength in UNIX or Windows based operating system.
• Capable of troubleshooting to resolution most problems with products supported.
• Must be self-motivated to keep current with technology.

MUST HAVE

• Must be Bilingual French-Canadian
• Minimum two-year degree or equivalent course experience in computer science/equipment or electronics.
• 2-3 years experience in field service/support.
• Minimum of 1 year telephone diagnostic/troubleshooting experience preferred.
• Technical sales experience.
• Working knowledge of LAN/Ethernet required.
• Proficient keyboarding skills.
• Strong background in hardware, software, terminal emulation, and SCSI devices.
• Proven strength in UNIX or Windows based operating system.
• Capable of troubleshooting to resolution most problems with products supported.
• Must be self-motivated to keep current with technology.