Senior Equipment Technical Support Specialist (Steeles & Warden)

Parsons Corporation•Markham, ON

35d•CA$18 - CA$26•Onsite

About The Position

We are looking for a Equipment Technical Support Specialist to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America. Reporting into the Equipment Service Manager, you will be responsible for coordinating and executing a broad range of customer service activities on the Customer Service team.

Requirements

High School Diploma or equivalent experience
2+ years of relevant work experience and customer service experience, preferably in a Call Center

Responsibilities

Provide senior-level technical and program support to front-line staff handling customer inquiries through telephone, email, chat, web tickets, and other support channels.
Assist team members with complex or non-routine customer inquiries, equipment issues, and program-related questions.
Support the Team Lead and Equipment Service Manager in maintaining a high standard of customer service across the support team.
Review customer interactions for quality and accuracy, and share observations, trends, and opportunities for improvement with the Team Lead and Equipment Service Manager.
Help identify recurring knowledge gaps, process issues, or training needs and communicate them to management for follow-up.
Assist in maintaining and updating support materials, knowledge resources, reference guides, and training content as required and approved.
Support onboarding and job shadowing activities for new and existing staff by sharing subject matter knowledge and best practices.
Provide guidance to staff in understanding program rules, equipment processes, and established procedures.
Assist with the preparation of call centre statistics, service level information, and operational reports, as requested.
Support service delivery by helping respond to customer inquiries during periods of high volume or increased operational demand.
Escalate unresolved, sensitive, or complex issues to the Team Lead and/or Equipment Service Manager as appropriate.
Monitor for operational or system issues affecting service delivery and report them to the appropriate internal contacts for follow-up.
Participate in continuous improvement initiatives related to quality, service delivery, communication tools, and customer support processes.
Be flexible to perform on-call duties, as required, including rotation of weekend shifts in accordance with Equipment Support hours.
Work independently and collaboratively as part of a team in a fast-paced environment with changing time constraints.
Perform special projects and other related duties as assigned.