Jr Technical Support - Senior Care

Description:

The Technical Support Analyst position works with customers via inbound calls, outbound calls, or online.  This role will lead with expertise in electronic access control, notably around the VingCard electronic locking solutions but also provide support for the Vigil Integrated Care Management System.

Education, Training and Other Requirements:

• Undergraduate degree or technical diploma preferable
• Customer service training an asset

Experience:

• Experience working with VingCard or similar electronic locking technologies required
• Experience working with technology in a Windows (W7, W10, W11) based environment
• Experience working in a technology-based call support environment or providing customer facing technology installation or support services an asset
• Install, repair, and maintain PCs
• Microsoft 365  (Teams, Outlook, Office).
• Experience with Linux is an asset.
• Experience with Salesforce CRM is an asset.

Skills/Competencies:

• Demonstrated excellence in customer service or client interactions
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
• Excellent communications skills both written and verbal
• Highly organized with excellent time management skills and multi-tasking abilities including the ability to be flexible and adapt to changes quickly
• Flexible and adaptable with a strong desire for success

• Strong aptitude toward technology and an ability to learn quickly including strong computer navigation skills and PC Knowledge
• Dependable with strong attention to detail
• Ability to work as a team member, as well as independently

Responsibilities:

• Provide a positive customer experience to all clients via phone and remote access by working efficiently and courteously towards the resolution of all user queries, concerns and problems.
• Record/Log all calls, problem and solutions in the company customer resource management system in both a timely and accurate manner.
• Develop and maintain superior knowledge of Vigil technology and services
• Participate in proactive projects designed to improve customer satisfaction and business performance
• Provide product support to Project Managers/coordinators and trainers as needed.
• Manage, where appropriate, remote software upgrades for clients
• Offer additional products and/or services
• Assist with the full set up of Vigil PCs before they are shipped to clients.
• Troubleshooting of installed systems at customer sites throughout North America
• Assist with project commissioning throughout North America when required
• Operation of electronic analysis equipment such as digital multi-meters and proprietary test equipment
• Capability to assist with after hours support when scheduled.
• Participation in Quality Assurance Programs
• Conduct all work-related activities in a professional and knowledgeable manner.
• Other duties as assigned

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We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 50,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.