Bilingual Technical Helpdesk Analyst L1 > Joboolo CA :
Company : Panasonic North America Location : Niagara-on-the-Lake Ontario From : Neuvoo CA
We are proud to be recognized as one of Greater Toronto’s Top Employers for 2020, 2021 and 2022.
Come join our journey.
What Panasonic Canada Inc.
Offers · Comprehensive Medical and Dental Coverage with a Health Spending Account · Deferred Profit-Sharing Plan (DPS) · Group Retirement Savings Plan (RSP) · Education Assistance Program/ Tuition Reimbursement · Employee Purchase Program · Employee & Family Assistance Program (EFAP) · Employee Volunteer Program – Paid Time Off for Volunteer Days Panasonic Canada Inc.
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.
Training period (first 3-months) will be in-house at Niagara on the Lake office.
BilingualTechnical Systems Support Analyst:
Analyst works in a 24/7 * 365 helpdesk environment with a fixed scheduled.
The employee provides technical support through telephone & e-mail for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT).
Consults management, other technical resources, or sales staff for non-routine elements or resolution.
Participates in team resolution of problems as required.
Performs other duties as assigned.
Please note this is a full-time opportunity.
Please note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office.
Responsibilities 1.
Maintain, monitor, support and troubleshoot B2B Customer core Restaurant Point of Sale (POS) hardware along with software applications.
Supported product not limited to; Restaurant menus (mobile, in store), POS hardware; pin pads, scanners and multiple kitchen video systems, security, drive through headset and drive through timers technology, time clock systems and surveillance systems.
2.
Escalates Customer issues to next level of support, Advanced product support, Field Service, Management, etc.
as required.
Participates in team resolution/root cause of non-routine issues or initiatives.
Initiates Customer call back protocols as required.
3.
Provides value added Customer Service by translating highly technical specifications into clear non-technical requirements for easier understanding of non-technical end users.
Provides documentation of all processes and training as needed.
4.
RMA and Supply Order / Sales Processing - Having exhausted troubleshooting, and depending on the warranty / contract, the agent will be required to process an RMA understanding priority level response or provide quotes on replacement parts and process supply orders if needed.
Also liaise with sales when required.
5.
Maintains detailed and current knowledge of products and services.
Train and assist new agents with call center routine.
The Successful Candidate Will Have:
1.
High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven Customer Relations experience.
2.
Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language.
3.
Working knowledge of Microsoft Word, Excel, Power Point, Outlook email, internet.
Working knowledge of Salesforce CRM would be an asset.
Microsoft Networking certification (A+) or appropriate post-secondary technical degree involving Engineering, Computer Networking, Programming, Systems Analyst, etc.
4.
Working knowledge of TCP/IP networking protocols, Router hardware and configuration, Ethernet Hub, Internet Modem, and anti-virus in a networked environment.
5.
Complex problem-solving skills required.
6.
Exceptional interpersonal and communication skills.
How to Apply Please apply via email at PCICareers@ca.panasonic.com.
Please include a PDF copy of your current resume.
Diversity, Equity, and 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. PanasonicNorthAmerica Niagara-on-the-LakeOntario
