Job Title: Level-II Technical Support Specialist

Location: North York, Ontario

Job Description: we are seeking a Level-II Technical Support Specialist to join our Technical Services team in Ahmedabad, India. Reporting to the Manager, Technical Services, the Level-II Technical Support Specialist will provide hands-on support, coordinate level-I support desk activities, and contribute to departmental initiatives. We are looking for a curious, driven, and passionate individual to join our team and help us continue innovating in the biometric security space.

Responsibilities: Under the supervision of the Manager, Technical Services, the duties, and responsibilities of the Level-II Technical Support Specialist include:

• Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
• Ensure clear communication with internal and external customers, adhering to defined procedures, policies, and best practices.
• Provide prompt hands-on education to channel partners, system integrators, and end-users as required.
• Identify and investigate complex technical issues, facilitating analysis for improved product quality and end-user experience.
• Achieve daily goals through ticket resolutions, RMA turnaround time, and provide inputs to minimize device downtime.
• Perform testing of various products and software, utilizing test data for developing best practices and knowledge sharing.
• Lead in implementing policies to ensure quality, timely, and efficient design of customer-oriented services.
• Audit customer accounts to ensure accuracy of information.
• Work effectively with other teams to implement strategies to increase profitability, productivity, and overall client experience.
• Attend operations/production meetings with management and follow work schedules and other assignments.

Qualifications:

• University Degree, preferably in electronics or a related field.
• Minimum 3 5 years of experience in a supervisory role in Technical Support.
• Experience with agent-based software & ERP such as Service Cloud, Infor Visual.
• Knowledge in electrical or mechanical fields.
• Extensive customer-facing experience.
• Strong continuous improvement mindset and leadership skills.
• Demonstrated experience with knowledge base management and/or call center management.
• Good administrative skills.
• Excellent written and verbal communication skills.
• Strong customer service background.
• Ability to work independently.
• Project management skills.
• Willingness and ability to quickly learn new technical skills.
• Strong work ethic and housekeeping habits.
• Ability to prioritize work activities based upon fiscal impact to desired business goals.
• Proficiency with computer applications.
• Positive attitude: punctual, flexible, and adaptable.

Preferred:

• Bachelor's Degree in electronics or a related field.

More About Us: We promise transparency, competitive salaries, a health package, and an office environment where employees are surrounded by creative, empowered, and highly energetic individuals. As we scale to the next level, we are excited to see our employees grow with us. Join us on our journey to provide innovative biometric solutions to businesses worldwide.