Technical Support Specialist

Ross Video; Ottawa; On-site; CAD 56,000 - 61,000; Full time

Job summary

Ross Video is seeking a Technical Support Specialist in Kanata, ON to deliver phone and on-site support for Ross Video products. You will help customers resolve technical issues while maintaining a Superior Customer Experience in a fast-paced environment.

Qualifications include a technical diploma, fluency in English, and willingness to participate in on-call rotations. A proactive, organized, and customer-focused approach is essential.

Qualifications

• Technical diploma in Computers, IT, Broadcast Technology, Electrical Technology, or related field.
• Fluent in English (reading, writing, speaking).
• Additional education and computer courses are an asset.

Responsibilities

• Provide phone-based technical support and onsite support as needed.
• Resolve customer issues with effective solutions and superior service.
• Participate in on-call rotation for emergency services and daytime support.

Skills

Troubleshooting

Customer service

Communication

Time management

Education

Technical diploma in Computers/IT/Broadcast Technology or related field

Tools

Salesforce

Microsoft Word

Excel

Job description

Why You'll Love Working at Ross Video:

At Ross Video, you'll be part of a team energized by innovation, building the cutting-edge technology that powers the world’s most watched live productions and events. Our products are designed to be intuitive, reliable, and to deliver exceptional results - because our customers' success is everything to us. If you've ever watched live television, breaking news, major sports, or a Hollywood award show, you've seen our technology in action. Join us behind the scenes and help make unforgettable live moments possible.

Preferred Location: Kanata, ON, Canada

Alternate Location(s): N/A

Remote Type: No Remote

On Call Required: No

Travel Required: No

Overview

The Technical Support Specialist is responsible to provide phone-based technical support as well as onsite support on an as-needed basis for Ross Video products. This role assists customers in resolving issues by providing solutions to technical and service problems and delivers a Superior Customer Experience through effective handling of customer issues and concerns.

Duties, Responsibilities And Accountability

• Provide effective customer service by handling technical support inquiries and following documentation policies.
• Answer technical inquiries, ensure proper escalation procedures are followed, and provide pricing information regarding Ross products as required.
• Participate in the on-call rotation for emergency services (24 hours a day) as well as the 12:00 p.m. to 8:00 p.m. support rotation.
• Expedite the return of service spares from the field (RMAs).
• Perform other related duties as required.

Job Requirements

Education and Training

• Technical diploma in Computers, Information Technology, Broadcast Technology, Electrical Technology, or a related field.
• Additional education and computer courses are considered strong assets.
• Fluent in English (reading, writing, and speaking).
• Fluency in French, Spanish, and/or Portuguese is considered an asset.

Key Traits

• Well-organized, highly detail-oriented, and able to manage multiple priorities.
• Approachable with excellent communication skills.
• Strong initiative and well-developed analytical skills.
• Able to work effectively in a reactive environment.
• Self-motivated, resourceful, and proactive.
• Able to work independently as well as collaboratively within a team.

Experience

• Excellent troubleshooting and debugging skills.
• Strong customer service experience.
• Experience working as a Technical Support Specialist or in a related support role.
• Proficiency with Microsoft Word and Excel.
• Experience with Salesforce or a similar CRM system is considered an asset.

Other Requirements

• Valid driver's license.
• Access to a personal vehicle.

Physical Demands

• Primarily office-based environment.
• Occasional heavy lifting may be required when moving equipment.

Work Environment

• Office environment with moderate noise levels.

What We Offer:

Ross provides competitive compensation, comprehensive benefits, and the flexibility you need to do your best work, including flexible hours, generous paid time off, and a wellness allowance. You'll also have the opportunity to share in our success through our employee share ownership program and grow your career with ongoing learning and development support. We value connection and collaboration, with plenty of events and opportunities to build relationships across the company. Most importantly, you'll be part of a team that’s passionate about what we do and how we do it.

Salary Information:

The pay range for this role in Canada is: $56,000-$61,000 CAD

Use of Artificial Intelligence in Hiring

Ross uses a secure, closed AI system to support recruitment. Your information is protected and used only to help us efficiently identify qualified candidates. We encourage all applicants to apply, even if you do not meet every requirement - if you bring relevant skills, enthusiasm and a willingness to learn, we want to hear from you.

Our Commitment to Fostering an Inclusive Environment

We want you to bring your authentic self to work, regardless of race, color, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. Inclusivity drives innovation and creativity, and that's something we're passionate about!

If you require accommodations throughout any stage of the recruitment, assessment, and selection process, please contact our Talent Acquisition team at [email protected], and we will make all reasonable efforts to accommodate your request.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.