L2 Technical Support Agent
Hypertec Group•Montreal, QC
•Hybrid
About The Position
Hypertec is seeking an L2 TECHNICAL SUPPORT AGENT to join our Call Center team in Montreal. This role involves assisting L1 agents, escalating complex issues, providing technical coaching, and delivering superior customer service. The agent will diagnose and troubleshoot hardware problems, process service requests within SLAs, and maintain customer communication regarding ticket progress. Additionally, the role requires preparing Statements of Work, dispatching parts, and producing reports as needed.
Requirements
- College diploma or Technical Studies diploma (DEP) in related discipline
- Strong verbal and written communication skills
- Strong interpersonal skills and ability to interact effectively with diverse populations
- Excellent organizational and time management skills
- High degree of self-motivation and ability to work with minimum supervision
- Experience with PC and Server hardware components
- Possess basic computer skills, including Microsoft Office programs
Nice To Haves
- CompTIA A+ Certification is an asset
- Previous computer diagnostic and technical support is a strong asset
Responsibilities
- Log into the telephone system, adhering to a defined schedule
- Assist L1 agents with escalations and technical questions
- Escalate complex/high priority problems to the appropriate escalation groups for resolution
- Provide technical coaching and training
- Respond to all requests (by email/phone/other) from colleagues and customers
- Provide superior customer service to all our customers while remaining courteous and professional
- Process requests for service within SLAs, while documenting all relevant details in the CRM ticket system
- Diagnose and troubleshoot issues reported by the client (by email/phone/other)
- Provide technical support for hardware problems
- Prepare Statements of Work (SOWs) needed for field engineer (FE) to resolve issues
- Secure and dispatch required parts to the field engineer (FE)
- Follow up on service calls and keep them up-to-date at all times (respecting SLAs)
- Keep the customer informed of the progress of their tickets
- Ensure that service calls are escalated to the incident manager when not meeting SLAs
- Respect company guidelines for planned and unplanned absences
- Produce reports upon request
Benefits
- Hybrid work model for certain job categories
- Comprehensive health benefits
- Health Spending Account (HSA)
- Employer-matched RRSP Program
- Paid Floater Days
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
