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Technical support representative – mechanical

Nice Canada/Micanan Systems

This is a Full-time position in Montreal, QC posted November 7, 2019.

Job Description Position Summary:The Technical Support Representative will provide support to customers via phone or email interactions for Nice Canada’s screen and residential door businesses.

This is a customer facing position and requires excellent verbal communication skills.

A positive and optimistic approach to helping our customers solve problems is essential to providing a good customer experience. Essential Duties:Assist customers with installation, operation, and maintenance for products and applications.Provide technical support to our clients, including problem determination, resolution, and escalation as needed.Collaborate with other internal/external resources to identify problems and restore services.Issue timely, accurate, and professional company-wide notification regarding incidents impacting our clients.Document all incidents, outages, status, and resolutions.Develop and maintain positive customer relations and ensure requests are handled appropriately by coordinating with various functions within the company.Schedule service calls and follow up with customers/clientsInput all call activity into online Tech Support database and provide detailed documented information to the knowledge baseComplete other duties or tasks as assigned Required Knowledge, Skills and Abilities: High customer service orientation.Self-directed with the ability to prioritize workload.Ability to learn quickly the various products, their faults and corrections.Demonstrate effective telephone communication skills.Well-developed communication and analytical skills.Possess the ability to read and interpret blueprints and technical specifications.Electrical circuit (Low and High voltage) understanding.Ability to use and instruct on the use of electrical diagnostic tools.

(e.g.

Voltmeter/Ohm meter)Possess an aptitude for mathematical concepts and the ability to read and interpret specification sheetsDemonstrate attention to detail.Proficiency with Microsoft Office toolsExcellent organizational skills.

Education/Experience: At least one year of technical support experience preferred