Technical Support Associate (Job Req #2026-017)

Ross Video; Ottawa; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading technology company in Ottawa is seeking a Technical Support Associate to deliver exceptional customer service through effective phone-based support for technical issues. The ideal candidate will have a technical diploma, strong communication skills, and experience in customer service. Join a dynamic team focused on innovation and providing top-notch support to enhance the user experience of our industry-leading products.

Benefits

Competitive salaries

Comprehensive health plans

Flexible hours

Generous paid time off

Fitness/wellness allowance

Employee share ownership program

Social activities and events

Qualifications

• Experience as a technical support specialist is required.
• Must have a valid Driver’s License and access to a vehicle.
• Fluency in French, Spanish, and/or Portuguese is an asset.

Responsibilities

• Provide phone-based technical support for Ross Video products.
• Handle technical support enquiries effectively.
• Participate in an on-call rotation for emergency services.

Skills

Fluent in English

Customer service experience

Technical diploma in IT or related fields

Well-organized and detail-oriented

Excellent communication skills

Troubleshooting and debugging skills

Education

Technical diploma in Computers, IT, Broadcast or Electrical fields

Tools

MS Word

Excel

Sales Force or similar CRM

Job description

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

Job overview:

The Technical Support Associate is responsible to provide phone-based technical support for Ross Video products, assists customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns.

Who you report to:

Manager, Technical Support - Frontline

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Provides effective customer service by handling technical support enquiries and following documentation policies
• Answers technical inquiries, ensures proper escalation procedures are followed and provides pricing information regarding Ross products, as required
• Will be an active member of the on-call rotation for emergency services (24 hours a day) as well as the 12pm to 8pm rotation
• Expedites the return of service spares from the field (RMAs)
• Performs other related duties as required

Who you are:

• Technical diploma in Computers, IT, Broadcast or Electrical fields
• Additional education and computer courses are strong assets.
• Must be fluent in the English language (read, write, speak).
• Fluency in French, Spanish and/or Portuguese languages are also considered to be an asset
• Well-organized, very detail oriented, and able to multi-task
• Approachable and excellent communication skills
• High initiative and well developed analytical skills
• Able to work in a reactive environment
• Must be driven, resourceful, and motivated. (a self-starter)
• Must be able to work effectively with a team as well as independently
• Excellent trouble shooting and debugging skills
• High level of customer service experience
• Experience as a technical support specialist
• Knowledge of MS Word and Excel
• Knowledge of Sales Force or similar CRM system is an asset

Other:

• Valid Driver’s License and access to a vehicle
• Office Environment
• Possible heaving lifting if moving equipment

Equity, Diversity & Inclusion

At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.