TECHNICAL SUPPORT SPECIALIST

D-BOX Technologies Inc.; Longueuil; Hybrid; CAD 50,000 - 75,000; Full time

Benefits offered by this job

Annual fitness credit

In-office cinema

Free coffee & tea

Teleworking option

Job summary

D-BOX Technologies Inc. is seeking a Technical Support Specialist to provide direct assistance to customers via email and phone, while contributing to continuous product improvement.

You will escalate issues to engineering, document information in management systems, and maintain a customer-focused attitude. The role supports global cinema seat installations and may include teleworking opportunities.

Qualifications

• College DEC in electronics, mechanics, computer science or equivalent experience.
• Two years in a technical customer support position with inbound/outbound calls.
• Basic knowledge of networking.
• Experience with remote connection tools (VPN, Remote Desktop, TeamViewer, LogMeIn).
• Familiar with Office suite and Windows environment.
• Customer-oriented, independent, organized, a team player and skilled at prioritizing.
• Strong analytical and problem-solving skills.
• Able to adapt to a dynamic and changing environment.
• Fluent in French and English (Spanish or Portuguese an asset).
• Team operates 8 a.m. to 6 p.m., Monday to Friday with 24/7 on-call rotation.

Responsibilities

• Provide direct technical support to customers via email and telephone.
• Escalate issues to engineering and track progress until resolution.
• Document information in information management systems per D-BOX processes.
• Maintain a customer-focused attitude and ensure service quality.
• Contribute to improving operational procedures and documentation.
• Participate in special projects to enhance processes or support documentation.
• Monitor performance with indicators and dashboards and adjust as needed.
• Offer continuing education workshops on products and divisions.
• Provide occasional direct technical support to customers.
• Assist in installation of seats in theatres worldwide with specialists.

Skills

Networking basics

Customer service

Communication

Analytical thinking

Problem solving

Education

DEC in electronics, mechanics, computer science

Tools

VPN

Remote Desktop

TeamViewer

LogMeIn

Job description

We are seeking a Technical Support Specialist, who will be responsible for providing direct assistance, mainly by email and telephone, to all internal and external D-BOX customers, making recommendations for continuous product improvement, participating in the design and development of various management tools, and developing standard processes for customer service.

Your mission

• Handle technical issues for D-BOX customers (institutional, commercial and private) by providing technical support via email and telephone
• Be the point of contact and take responsibility for escalations with engineering, following their progress until they are fully resolved
• Properly document information in all boxes in the information management systems, according to established D-BOX processes
• Maintain a customer-focused attitude so that all our partners receive the expected level of service
• Carefully follow the current operational procedures and contribute to improving them
• Actively participate in special projects to improve overall processes or customer service documentation
• Monitor your personal performance with the help of indicators and dashboards and make the necessary adjustments
• Offer continuing education workshops on the various products and divisions
• Provide technical support to customers on an occasional basis
• Participate in the installation of seats in theatres worldwide, with specialists from time to time

Your DNA

• College diploma (DEC) in electronics, mechanics, computer science or equivalent experience
• Two (2) years of experience in a technical customer support position as well as in customer service with inbound and outbound calls
• You have a basic knowledge of networking
• You have experience working with remote connection tools (VPN, Remote Desktop, TeamViewer, LogMeIn, etc.)
• You are familiar with Office suite and the Windows environment
• You are customer-oriented, independent, organized, a team player and skilled at prioritizing
• You have strong analytical and problem-solving skills
• You are at ease in a dynamic and constantly changing environment
• You are not afraid to get out of your comfort zone
• You communicate well in French and English (Spanish or Portuguese is an asset)
• Our team must provide service between 8 a.m. and 6 p.m., Monday to Friday.
  To support cinemas around the world, we’ve set up a rotating 24/7 emergency on-call system through a mobile app. Each team member takes on-call duty for one week, once every 5 to 6 weeks.
• An energetic team working to entertain the planet
• An opportunity to innovate, grow and make a significant impact
• A work schedule with the possibility of teleworking
• Skills development and training
• Personal days
• Annual credit for physical activities ($350)
• Salary commensurate with your talent
• Happy hours, themed dinners, variousos activities
• In-office D-BOX cinema
• Free coffee & tea
• And much more!

D-BOX is committed to making our team a better reflection of society and values diversity of all forms. We encourage applications from women, from those who identify as Indigenous, as a Person of Colour, as a member of the LGBTQ2S+ community, as a person with a disability and from other cultural, racial or ethnic minorities.

TECHNICAL SUPPORT SPECIALIST