Monitoring & Remote Support Centre: Technical Support Representative

At TELSCO, we are in the business of developing relationships, creating great experiences and we are committed to quality. The Technical Support Representative is an expert in all of these. They also have a commitment to excellence, a desire to delight customers, and are part of a spirited team of experts!

The primary responsibilities of this role are to:

• Working in our headquarters in Edmonton, Alberta or working remotely, you will provide technical troubleshooting and support to clients, Service Coordinators, Field Technicians and Monitoring Centre Operators..

The tasks include:

• Utilize online meeting tools to provide live technical support.
• Provide technical troubleshooting and support to field technicians for all video and access control systems
• Assist clients with app access and remote view setups on teams/remote software in real time
• Provide Alarm.com troubleshooting including, firmware updates, technical support, and Video support
• Set up and test DDNS for TELSCO video accounts
• Schedule service appointments for Field Technicians when remote service is not the solution
• Utilize vendor training, support tools and vendor contacts
• Participate in continuous improvement training programs
• Collaborate with all members of the TELSCO team in the development of strategies and workflow to improve service delivery
• Other exciting things that come your way!

Your skills are:

• You are proficient in your understanding of the solutions we provide. This includes alarm.com,Hik Central and Hattrix.
• Learning and utilizing multiple software platforms and tools with confidence
• Managing multiple priorities seamlessly and happily
• Thinking out of the box to solve problems using the resources available
• Doing the right thing for your team and our customers
• Exercising judgment within defined practices to determine appropriate action
• Excellent verbal and written communication skills
• Inspiring confidence with team members and clients

How we measure your success:

• Quality of remote repairs
• NPS Scores
• Time to resolution of tickets

V1.Dec 05, 2018

Job Type: Full-time

Salary: $22.00-$28.00 per hour

Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flextime
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Weekend availability

Application question(s):

• What is the most important skill to have when solving technical challenges remotely?

Education:

• Secondary School (required)

Experience:

• Technical support: 4 years (required)

Language:

• English (required)

Licence/Certification:

• work visa if you are not a permanent resident of Canada (required)

Shift availability:

• Day Shift (required)
• Night Shift (required)

Work Location: Remote

Expected start date: 2022-12-05

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