Equipment Technical Support Specialist (Steeles & Warden)

Job Description:

We are looking for a candidate to join our team as an Equipment Technical Support Specialist in our Smart Vehicle Solutions Equipment Support group located in Markham, Ontario. Our team has been in place for more than 20 years assisting the public, vehicle owners, vehicle operators, and inspection centres across North America. Parsons is currently seeking a full-time associate to provide equipment technical support. If you excel working in a team environment, relish the opportunity to learn new skills and enjoys problem solving, we want to hear from you.

Equipment Technical Support duties will include:

• Handling Program inquiries via telephone calls, emails, web-tickets, video calls and chat interactions from the public and Inspections Centre representatives.
• Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries.
• Fostering relationships with Inspections Centre representatives.
• Handling sensitive and complex issues in a timely and accurate manner.
• Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
• Interact and liaise with internal and external departments to review and resolve customer concerns.
• Proactively manage key performance indicators and meet service levels for support response time on calls, chats, emails, and video conference.
• Achieve Quality Assurance targets.
• Work with minimal supervision within departmental defined procedures.
• Work independently and as part of a team, with changing time constraints.
• Proactively call out to customers when needed for service-related matters.
• Participate in special projects and perform other duties as required.

Qualifications:

• Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
• Pleasant telephone manner; excellent written and verbal communication skills
• Strong problem solving, decision making and negotiating skills.
• Ability to handle challenging situations by exhibiting composure and empathy.
• Excellent English written and verbal communication skills
• Strong PC skills, knowledge of MS Office Suite (Word, Excel, PowerPoint etc.).
• Ability to multitask, quickly adapt to new information and procedures.
• Strong analytical and mechanical/technical aptitude.
• Pleasant telephone manner.
• Must be willing to work a 40hr/week shift,
• Hours of Operation: Monday to Friday 8.00 AM to 6:00 PM; Saturday 9.00 AM to 3:00 PM with the occasional Sunday
• Pass a Criminal Record and Judicial Matters Check.

Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer tohttps://www.parsons.com/fraudulent-recruitment/.