Technical Specialist

ESSENTIAL DUTIES / RESPONSIBILITIES

As a Technical Specialist , your mission is to enhance customer experience by:

Acting as an expert-level technical advisor on highly complex initiatives.
Providing mid- to advanced-level technical support to customers, service partners, sales, and marketing teams via phone, email, or other direct communication.
Maintaining a high level of customer care with a cooperative and friendly attitude.
Troubleshooting and resolving issues, even in unfamiliar or complex scenarios for production equipment. Proactively seeking information, utilizing problem-solving skills to identify technical issues, and offering innovative solutions in dynamic and challenging situations.
Communicating regularly with assigned sales professionals, managers, channel partners, service technicians, and other team members involved in addressing customer or partner issues.
Traveling to customer sites or partner locations to provide On-Site Assistance, ensuring equipment is properly installed to specifications, and operators are trained to run the equipment independently. Providing troubleshooting guidance to ensure confidence in company platforms.
Providing remote support to end-users on hardware, software, general use questions, and network-related problems.
Understanding power management, voltage regulation, and the ability to diagnose and troubleshoot complex digital electronic circuit issues.
Reading, interpreting, and diagnosing problems with printed circuit boards (PCBs); understanding schematics and wiring diagrams for equipment.
Handling technical escalations to advanced technical support teams for inquiries beyond the skills or knowledge of standard technical support associates.
Providing training and guidance to technical support associates and customers on technical issues.
Developing and reviewing knowledge base articles and support documentation.
Providing exceptional customer satisfaction in every interaction with internal and external customers.
Utilizing and remaining proficient in departmental applications and systems.

QUALIFICATIONS

Preferred: Two-year diploma or degree in a technical-related area.
5+ years of professional experience troubleshooting and repairing production hardware and software solutions.
Excellent technical written and verbal communication skills.
Detail-oriented with strong analytical and problem-solving skills.
Exceptional electro/mechanical skills.
Industry certifications preferred (A+, Network+, or equivalent).
Experience in time management and prioritization while leading projects.
Continuous learning mindset: Ability to easily adapt to and learn new technologies.
Ability to perform duties and responsibilities independently with limited direction from leadership.
Ability to create workarounds to solve unforeseen customer problems and document/share solutions across the organization.
Bilingual capabilities an asset.
Travel requirements as needed.
Thorough knowledge of operating systems, including proficiency in standard business applications and collaboration tools.

Emplois en informatique et T.I.