Customer Support Technician

Real Time Networks; Port Coquitlam; On-site; CAD 76,000 - 88,000; Full time

Job summary

A growing technology company is seeking a Customer Support Technician in Port Coquitlam, BC. This full-time role involves providing technical support for key management systems and biometric technologies. The ideal candidate will possess 5+ years in customer support, a strong technical background, and excellent communication skills. Compensation includes a salary of $76,200 and comprehensive benefits.

Benefits

Comprehensive benefits including extended medical

RRSP matching

Bonus eligibility

Education Assistance

10 vacation days plus 5 personal days

Qualifications

• At least 5 years in customer or technical support roles.
• Relevant IT support or systems administration certifications required.
• Experience leading training, demos, and onboarding.

Responsibilities

• Serve as the primary contact for customer technical support via phone, video, and email.
• Diagnose and resolve issues with hardware and software.
• Provide platform training and onboarding for customers.

Skills

Technical customer service

Troubleshooting

Communication skills

Network concepts

Education

Post-secondary education in IT, Electronics or related fields

Tools

Ticketing tools (TeamSupport, HubSpot)

Microsoft 365

Job description

Job Description

Job Advertisement - Customer Support Technician

Company : Real Time Networks Inc.

Address : 1833 Coast Meridian Rd. #16, Port Coquitlam, BC V3C 6G5, Canada

Job Title : Customer Support Technician

Number of positions : 1 vacancy

Working hours : 40h per week

Employment Type : Permanent, Full-time (5 days per week)

Location of employment: Port Coquitlam, BC.

Language of work : English

Anticipated Start Date: Immediately

Compensation :

• Annual Salary: $76,200
• Benefits: comprehensive benefits including extended medical, group insurance, RRSP matching, bonus eligibility after probation, and Education Assistance
• Vacation: 10 days plus 5 personal days

About Real Time Networks

Real Time Networks Inc. is a growing company based in Port Coquitlam, BC, specializing in security, safety, and real-time tracking solutions for keys, assets, and people. We focus on smart solutions for managing critical assets, enhancing security, accountability, and operational efficiency.

The opportunity

We are seeking a technically skilled problem solver passionate about customer support. The Customer Support Technician will support advanced key management systems, biometric technology, and networked hardware/software used across various industries. Responsibilities include troubleshooting, guiding installations, and ensuring smooth operations of mission-critical systems.

This role involves hands-on troubleshooting, customer training, and collaboration with Product Development, Engineering, and Operations teams. You will support field deployments, maintain systems, and contribute to documentation and support practices.

If you thrive in technical environments, communicate solutions effectively, and want to make a measurable impact, we want to hear from you.

Responsibilities :

• Serve as the primary contact for customer technical support via phone, video, and email.
• Diagnose and resolve issues with hardware and software related to smart lockers, biometric devices, and key management systems.
• Build strong customer relationships through effective communication and proactive maintenance.
• Provide platform training and onboarding for customers.
• Mentor junior team members and contribute to internal knowledge sharing.
• Participate in product demos, technical walk-throughs, and support meetings.
• Support after-hours service rotation, including weekends and holidays.
• Manage support tickets to ensure timely resolutions per SLAs.
• Maintain inventory of hardware and parts, coordinating with logistics.
• Perform onsite installations, maintenance, and repairs across North America.
• Contribute to SOPs, documentation, and knowledge base articles.
• Ensure compliance with industry standards and security protocols.
• Communicate professionally with internal and external stakeholders.

What you bring :

Education and Experience :

• Post-secondary education in IT, Electronics, or related fields.
• Relevant IT support or systems administration certifications.
• At least 5 years in customer or technical support roles.
• Experience leading training, demos, and onboarding.
• Experience supporting hardware and software systems.
• Knowledge of networking fundamentals and endpoint management.

Technical Skills

• 5+ years in technical customer service, help desk, or field support.
• Strong understanding of IT and network concepts.
• Experience with troubleshooting hardware/software, including biometric and key management platforms.
• Proficiency with ticketing and collaboration tools (TeamSupport, HubSpot, Slack, SharePoint, Microsoft 365).
• Ability to diagnose connectivity issues and resolve complex problems.
• Excellent communication skills for technical and non-technical audiences.
• Ability to work independently and in teams.
• Organized, responsive, and proactive under pressure.

Travel Requirement :

• Occasional travel to customer sites.
• A clean driving record and ability to rent a car are assets.

Diversity & Inclusion

RTN is committed to an inclusive, diverse, and equitable workplace. We welcome applicants from all backgrounds and provide accommodations during recruitment upon request.

How to apply

Send your resume and cover letter to the specified contact. Include "Customer Support Technician" and "RTN Way" in your email subject and body to ensure proper processing. Only shortlisted candidates will be contacted. No phone inquiries.

Contact:

Real Time Networks Inc.

1833 Coast Meridian Rd. #16, Port Coquitlam, BC V3C 6G5, Canada

Phone: 1- x201

Email : Please refer to the application instructions above.