Technical specialist - #452872
A&A Consultants
Date: 11 hours ago
City: Toronto, ON
Contract type: Full time
Technical Specialist - Document Systems
Essential Duties / Responsibilities
As a Technical Specialist , your mission is to enhance customer experience by:
Essential Duties / Responsibilities
As a Technical Specialist , your mission is to enhance customer experience by:
- Acting as an expert-level technical advisor on highly complex initiatives.
- Providing mid- to advanced-level technical support to customers, service partners, sales, and marketing teams via phone, email, or other direct communication.
- Maintaining a high level of customer care with a cooperative and friendly attitude.
- Troubleshooting and resolving issues, even in unfamiliar or complex scenarios for production equipment. Proactively seeking information, utilizing problem-solving skills to identify technical issues, and offering innovative solutions in dynamic and challenging situations.
- Communicating regularly with assigned sales professionals, managers, channel partners, service technicians, and other team members involved in addressing customer or partner issues.
- Traveling to customer sites or partner locations to provide On-Site Assistance, ensuring equipment is properly installed to specifications, and operators are trained to run the equipment independently. Providing troubleshooting guidance to ensure confidence in company platforms.
- Providing remote support to end-users on hardware, software, general use questions, and network-related problems.
- Understanding power management, voltage regulation, and the ability to diagnose and troubleshoot complex digital electronic circuit issues.
- Reading, interpreting, and diagnosing problems with printed circuit boards (PCBs); understanding schematics and wiring diagrams for equipment.
- Handling technical escalations to advanced technical support teams for inquiries beyond the skills or knowledge of standard technical support associates.
- Providing training and guidance to technical support associates and customers on technical issues.
- Developing and reviewing knowledge base articles and support documentation.
- Providing exceptional customer satisfaction in every interaction with internal and external customers.
- Utilizing and remaining proficient in departmental applications and systems.
- Preferred: Two-year diploma or degree in a technical-related area.
- 5+ years of professional experience troubleshooting and repairing production hardware and software solutions.
- Excellent technical written and verbal communication skills.
- Detail-oriented with strong analytical and problem-solving skills.
- Exceptional electro/mechanical skills.
- Industry certifications preferred (A+, Network+, or equivalent).
- Experience in time management and prioritization while leading projects.
- Continuous learning mindset: Ability to easily adapt to and learn new technologies.
- Ability to perform duties and responsibilities independently with limited direction from leadership.
- Ability to create workarounds to solve unforeseen customer problems and document/share solutions across the organization.
- Bilingual capabilities an asset.
- Travel requirements as needed.
- Thorough knowledge of operating systems, including proficiency in standard business applications and collaboration tools.
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