Technical Support Specialist- Tier 1

Burnaby, BC, Canada | Posted on 10/26/2023

Are you passionate about technology, self-motivated and energetic? Do you like to provide top-notch customer service? If the answer is YES, we have a job for you!

We are a software-as-a-service provider and have over a thousand B2B customers in North America and worldwide. We are growing fast and looking for a new member of our
Technical Support Team.

• Provide telephone and on-line technical support to existing customers in Canada and USA, including diagnosing and trouble-shooting GPS Tracking hardware and software issues
• Identify and resolve customer technical problems
• Document all outbound and inbound activity via the Support Ticketing system
• Escalate more complex technical issues to Tier 2
• Build lasting relationships with customers
• Communicate in a customer-focused, polite and friendly manner

• Post-Secondary certificate, diploma in IT, Electronics or Engineering
• Knowledge of Spanish is an asset

• Excellent written English communication skills are imperative
• 2-5 years of experience in Helpdesk work or Technical Support in a Call Center servicing USA or Canada
• Professional phone manner, including patience, empathy and a knack for understanding customer needs
• Strong organizational, and time management skills and attention to detail
• Basic electronics knowledge
• Knowledge of GPS Tracking, and cellular and satellite networks is an asset
• The ability to diagnose and troubleshoot software and hardware issues
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off

• Monday to Friday

• Full time
• $22 CAD per hour
• Visa sponsorship for the right candidate after the probationary period ends

We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.