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Technical Support Specialist (D290) - Jobs in Calgary, AB

SMART Technologies
Job LocationCalgary, AB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Purpose of the positionReporting to the Manager, Technical Support, you will provide technical support and issue resolution for SMART’s customers and partners via phone, email, chat and video conferencing. In addition, you will be the primary contact for coordinating resources and responding to requests.Duties and Responsibilities

  • Providing high-quality support to SMART’s internal and external customers via phone, email, chat and video conferencing while ensuring a positive customer experience.
  • Maintaining an extensive knowledge of technical troubleshooting for SMART products.
  • Providing exceptional technical support within SMART’s service level and quality guidelines
  • Troubleshooting technical problems in the absence of documented procedures
  • Determining and communicating potential product issues and testing for workarounds and field fixes
  • Recommending and participating in the creation of required training materials
  • Performing onsite break/fix support as required
  • Accurately document and update all interactions in the CRM.
  • Participating in the creation and improvement of departmental policies and processes
  • Identify areas where additional training or attention is required.
  • Participating in quality programs
  • Document, update and improve departmental processes for operational excellence.
  • Participate in the training and onboarding of new team members and channel members.
  • Performing other duties as required
Education and work experience
  • Degree or diploma in computer science or a related field
  • Preferred at least two years’ experience troubleshooting hardware and software problems, remote diagnosing, and installing or servicing computers and audiovisual equipment
  • Intermediate to advanced knowledge of Windows and Mac operating systems
  • Knowledge of servers, network protocol, internetworking, configuration, and Microsoft®, Linux® and UNIX applications
  • Ability to effectively communicate with customers in both technical and non-technical terms
  • Excellent problem-solving and interpersonal skills
  • Excellent verbal and written communication skills
  • Knowledge of approaches, tools, and techniques for anticipating, recognizing, and resolving technical problems
  • Project coordination skills and the ability to multitask
  • Demonstrated issue management skills and a solid commitment to follow-up.
  • Excellent organizational and time management skills, with keen attention to detail and high standards for quality
  • Ability to multitask.
Supervision
  • This position does not have any direct reports
Additional Details
  • The office-based role, fast-paced work environment
  • Travel may be required
At SMART Technologies, privacy is not an afterthought to us. Privacy is at the core of our software design. The result is that privacy is an essential component at the core of our business. To read more about our specific policies, please follow the links below. For more information, please review: https://home.smarttech.com/legal/privacy-policy #LI-SM1 #LI-HYBRIDQuick Apply
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