Tech Support Representative

Magna International; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology solutions company in Toronto is seeking a Tech Support Representative to provide exceptional customer support. The ideal candidate will respond to inquiries, troubleshoot technical issues, and work collaboratively with teams to resolve complex problems. This role requires strong communication skills and a background in technical support. The position offers competitive salary, benefits, and opportunities for growth in a supportive work environment.

Benefits

Competitive salary and performance-based incentives

Comprehensive health, dental, and vision insurance plans

Opportunities for professional development

Professional development opportunities

Qualifications

• Proven experience in technical support or customer service roles.
• Strong understanding of computer systems, mobile devices, and software applications.
• Familiarity with networking concepts and troubleshooting is preferred.

Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues related to INNOTECH products.
• Collaborate with internal teams to elevate complex problems and ensure swift resolution.

Skills

Technical support experience

Strong problem-solving skills

Communication skills

Education

High school diploma or equivalent

Associate's or Bachelor's degree in a related field

Tools

Zendesk

Freshdesk

Job description

About the Role

At INNOTECH Innovative Technology, we are dedicated to delivering cutting-edge solutions that empower businesses and individuals alike. As a Tech Support Representative, you will play a pivotal role in ensuring our customers receive exceptional technical assistance and support. This position offers an exciting opportunity to be the frontline problem solver, helping users navigate and maximize our innovative products and services.

If you thrive in a fast-paced environment and enjoy turning technical challenges into positive experiences, this role is for you.

Key Objectives

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues related to INNOTECH products.
• Collaborate with internal teams to elevate complex problems and ensure swift resolution.
• Document customer interactions and solutions accurately in the support system.
• Maintain up-to-date knowledge of product features, updates, and industry trends.

Responsibilities

• Respond promptly to customer inquiries and technical issues with professionalism and empathy.
• Guide customers through troubleshooting processes to identify and resolve problems.
• Assist in product installations, configurations, and updates when necessary.
• Identify recurring issues and provide feedback to product development teams for continuous improvement.
• Maintain detailed records of support cases and customer communications.
• Contribute to the creation and maintenance of user guides and FAQs.
• Participate in ongoing training to stay current with new technologies and support techniques.

Requirements

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field is a plus.
• Proven experience in technical support or customer service roles.
• Strong understanding of computer systems, mobile devices, and software applications.
• Familiarity with networking concepts and troubleshooting is preferred.
• Excellent verbal and written communication skills.
• Ability to remain patient and professional under pressure.
• Strong problem‑solving skills and attention to detail.
• Willingness to work flexible hours as needed to support customers in different time zones.

Qualifications

• Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk) is an advantage.
• Basic knowledge of operating systems including Windows, macOS, and Linux.
• Technical certifications such as CompTIA A+, Network+, or similar are desirable.
• Ability to quickly learn new software and hardware technologies.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional development and career growth.
• Flexible work schedules and remote work options.
• Supportive and inclusive company culture focused on innovation and teamwork.
• Access to the latest technology and tools to excel in your role.