Technical Support Specialist

Vidir Solutions Inc. • Arborg, MB

7d • Onsite

About The Position

As a Technical Support Specialist – Level 1, you will be the first point of contact for customers seeking support with their vertical storage systems after installation. You’ll play a key role on our Service Team, providing remote troubleshooting, technical guidance, and product expertise to help customers maximize the performance and reliability of their equipment. This is a hands-on, customer-facing support role. It is not an IT helpdesk position. Your day-to-day involves diagnosing mechanical and electrical issues, walking customers through solutions, and coordinating with internal teams when needed to ensure timely resolutions.

Requirements

• Customer Service Experience – Prior experience in a customer-facing role is strongly preferred. You should be comfortable communicating with a wide range of customers and managing expectations professionally, especially in a support or service environment.
• Troubleshooting Experience (Non-IT) – Hands-on experience diagnosing and resolving mechanical and electrical issues related to HMI (Human-Machine Interface) systems and machine components. This role does not involve IT support or computer network troubleshooting. Understanding of machinery function and physical interfacing is key.
• ERP System Knowledge – Experience using Enterprise Resource Planning (ERP) software, such as SAP, Microsoft Dynamics, or similar, is an asset. You’ll use these tools to log service requests, track customer history, and manage workflow.
• Strong Communication Skills – Excellent verbal and written communication skills are essential. You must be able to clearly explain technical issues to customers with varying levels of understanding and document service interactions accurately.
• Computer Literacy – Proficiency in using standard office software (e.g., Outlook, Word, Excel) and the ability to learn and adapt to new programs quickly is essential for success in this role.

Responsibilities

• Act as the first point of contact for support inquiries, providing a friendly, professional experience for every customer.
• Schedule service and coordinate with service partners to ensure timely and organized support.
• Maintain accurate and detailed records of customer interactions, service requests, and technician updates for future reference and reporting.
• Troubleshoot basic technical issues using step-by-step guides and predefined procedures.
• Leverage your mechanical knowledge to assess issues and help guide customers toward a resolution.
• Triage incoming calls by identifying the level of support required—resolving what you can and forwarding complex issues to senior Technical Support Specialists.
• Provide exceptional customer service rooted in our HEROICS values—demonstrating honesty, empathy, responsibility, ownership, inclusion, community spirit, and a commitment to safety in every interaction.

Benefits

• 95% maternity leave top-up for up to seventeen weeks
• Up to $1,000 annually for mental health practitioner coverage
• Free tickets to sporting events
• Financial support for your child’s summer camp
• Fun, family-friendly events at venues like aquatic centers, theatres, and recreational facilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed