Technical Support Analyst - L3

Panasonic; Niagara-on-the-Lake; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental and Vis-

Vision Coverage

RPP/DCPP Pension Plan

Group Retirement Savings Plan (RSP)

Pregnancy Leave Top Up

Tuition Reimbursement

Employee Purchase Program

EFAP

Volunteer Time Off

Onsite Events

Job summary

Panasonic Canada Inc. is hiring a Technical Support Analyst L3 to respond to technical escalations, diagnose P1 issues, and provide rapid resolutions.

The role involves assisting both internal and external customers via telephone and email, offering guidance to L2 and management, and participating in team problem-solving activities. The position is full-time and onsite at the Niagara-on-the-Lake office with a hybrid work model and 24/7/365 coverage demands.

Qualifications

• A+ certification or equivalent and 5+ years in a similar role.
• Strong MS Office skills including Excel, Word, Outlook; SQL knowledge.
• Ability to resolve complex issues in high-pressure situations and coach junior staff.

Responsibilities

• Respond to technical escalations within the ISD Help Desk and diagnose/resolve P1 issues.
• Interact with internal and external customers via phone and email to troubleshoot.
• Provide guidance to Manager/L2 by reviewing tickets and recommending next steps.

Skills

A+ certification

5+ years experience

customer service

problem solving under pressure

Tools

Microsoft Office Suite (Excel/Word/Outlook)

SQL

Job description

Overview

WHO YOU ARE AT PANASONIC CANADA:

Panasonic Canada Inc. is currently looking to hire for the position of Technical Support Analyst L3.

Responds to technical escalations within the ISD Help Desk and interacts with both internal and external customers via telephone and email to provide rapid diagnosis and resolution of P1 issues in accordance with service level standards. Provides functional guidance to the Manager and/or L2 team by reviewing and accepting tickets/cases and recommending next steps or resolution when applicable. Consults with management and other departments regarding non-routine issues and complex resolutions. Participates in team-based problem resolution activities as required. Performs other duties as assigned.

This is a full-time position.

This position is onsite. Any office-based work will be performed from our Niagara on the Lake office.

This role supports a 24/7/365 business environment and requires schedule flexibility to meet operational needs.

Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency.

Responsibilities

WHAT YOU’LL DO:

• Respond to technical escalations within the ISD Help Desk, providing rapid diagnosis and resolution of P1 issues in accordance with service level standards.
• Interact with internal and external customers via telephone and email to troubleshoot and resolve technical issues.
• Provide functional guidance to the Manager and/or L2 team by reviewing tickets/cases and recommending next steps or resolutions.
• Consult and liaise with management, technical staff, and other departments to resolve non-routine issues and complex escalations.
• Participate in team meetings, problem-resolution activities, and initiatives related to non-routine issues and continuous service improvement.
• Participate in vendor conference calls, including discussions with senior stakeholders (e.g., CEOs, Presidents, and Directors), to provide input and clarification on resolving P1 issues.
• Communicate coaching and training recommendations to the Help Desk Manager and assist the Manager or L2 team as required.
• Maintain accurate case notes, logs, and related documentation; direct issues to the appropriate departments when necessary while maintaining detailed and current knowledge of products and services.

Qualifications

MUST-HAVES:

• A+ certification (or equivalent), customer service–related background, and 5+ years of experience in a similar role; previous Level 2 technical support experience is considered an asset.
• Advanced knowledge of Microsoft Office applications, including Excel, Word, and Outlook, as well as SQL.
• Demonstrated ability to resolve complex issues in high‑pressure situations by evaluating and selecting from multiple potential solutions, including both routine and non‑routine problem‑solving scenarios.
• Builds rapport with team members and customers to effectively identify issues, gather information, and develop timely, accurate solutions; courteously exchanges factual information in customer complaint situations and effectively calms irate or stressed customers during service disruptions.
• Provides functional guidance to junior team members, handles escalations, promotes team‑based problem resolution, and communicates coaching or development recommendations when appropriate.
• Communicates difficult or unfavorable information when necessary and may influence others to obtain approval for the implementation of urgent temporary solutions.

WHAT YOU’LL EARN:

The annual salary range for this position is $60,000 - $70,000 CAD.

Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role.

BENEFITS & PERKS – WHAT’S IN IT FOR YOU:

Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.

• Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
• Panasonic Retirement Pension Plan (RPP/DCPP)
• Group Retirement Savings Plan (RSP)
• Pregnancy Leave Top Up
• Education Assistance Program/ Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program – Paid Time Off for Volunteer Days
• Onsite Events!
• And many more benefits & perks

HYBRID WORK MODEL

Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.

Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule.

WHO WE ARE:

Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us.

At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years.

DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.

In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees.

AODA POLICY

Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

Only candidates selected for an interview will be contacted.

We thank you for your interest in working for Panasonic Canada Inc.