Technical Support Analyst

Technical Support Analyst
Full-time, Permanent

The Technical Support Analyst is to provide prompt, courteous and knowledgeable telephone technical assistance and troubleshooting to customers.

Essential Duties and Responsibilities:

• Assess, diagnose, and troubleshoot email and telephone service inquiries from Contractors, Sales Team, and Wholesalers
• Document and keep updated reports from email and telephone inquiries from Contractors, Sales Teams, and Wholesalers
• Follow up and make scheduled call backs to Contractors, Sales Team, and Wholesalers where necessary
• Maintain professional relationships with Contractors, Sales Team, and Wholesaler
• Ability to read diagrams, specifications sheets and, schematics
• Keeping up with the latest market conditions, products, building code changes, heating, ventilation, and air conditioning equipment
• Document and keep organized and updated reports on Return Merchandise Authorization (RMA) procedures including inspection and testing of returned merchandise
• Test, inspect and troubleshoot returned merchandise to identify malfunctions for potential credits
• Work closely with Engineering team to report on malfunction trends and determine issues by evaluating and analyzing symptoms
• Assist the Engineering and Marketing Teams with writing of manuals, spec sheets and brochures to ensure written literature is current and up to date
• Organize ideas and communicate oral and written messages to appropriate team members
• Demonstrate ability to communicate verbally and in writing within a moderate to fast paced environment
• Demonstrate excellent organizational skills, accustomed to utilizing various mediums and software to complete tasks within a timely manner
• Computer literacy and knowledge. Must be familiar with various internet-based platforms such as Google Drive, Microsoft Excel, and Outlook
• Ability to take direction and work with a minimal amount of supervision

Qualifications and Experience:

• In-depth knowledge of company products, their applications, and limitations
• Inherent cost/price structures, acquired through several months of on-the-job training
• Three or more years of relevant practical experience in ventilators and building technology
• Knowledge of company equipment, warranties and quoting pricing of replacement parts
• Learning ability to acquire technical expertise regarding installation and operation
• Numerical ability to make mathematical computations quickly and accurately for orders and estimates
• Clerical perception to see pertinent detail in reference materials such as catalogues, manuals, and specifications
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• Working knowledge of computer systems and Microsoft Office
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Excellent customer service skills, communication skills, both oral and written
• Possess tact and judgement in dealing with difficult and demanding customers

Job Type: Full-time

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift

Work Location: In person

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