Technical Support Specialist

Cameleon RH•Saint-Eustache, QC

9d•Hybrid

About The Position

At Caméléon RH, we ensure that every match between a candidate and a company is based on more than just skills: it's about a true human, professional, and cultural fit. We collaborate with passionate employers and candidates eager to thrive in stimulating and benevolent environments. As part of the SteriTraces technical services team, you will provide expert support to our customers, dealers, and internal partners. You will assist with software deployments, hardware integration, IT troubleshooting, and continuous improvement initiatives to ensure a seamless customer experience. This role is ideal for a resourceful, customer-focused individual with strong technical knowledge and excellent communication skills.

Requirements

Minimum of 3 years of experience in IT environments.
Experience in remote technical support, including network configuration, IP address verification, new device integration, and printer configuration.
Bilingualism (French/English).
Excellent communication skills, customer-oriented, and able to simplify technical information.
Solid understanding of IP addressing, network configuration, and connectivity troubleshooting.
Strong problem-solving abilities with a structured and analytical approach.
Ability to manage multiple tasks, prioritize, and work both independently and within a team.
Knowledge of Windows environments and basic networking tools.

Nice To Haves

Knowledge of the dental or medical field.
Familiarity with sterilization bay equipment.
Knowledge of Salesforce or other CRM systems.
Basic notions in SQL, PowerBuilder, or C#.

Responsibilities

Diagnose and resolve problems reported by clients via the support line and ensure case follow-up, providing Level 1 and Level 2 customer support by phone, email, and remote sessions.
Offer technical support related to compliance with medical device reprocessing standards.
Provide remote support to technicians during hardware installations.
Perform remote software installations and user configurations for SteriTraces systems.
Collaborate with local IT teams and dealer technicians to ensure connectivity of third-party equipment and support connectivity implementation.
Perform system updates.
Work closely with transversal departments.
Receive, prepare, test, ship, and document new hardware inventory.
Perform Canada-wide training sessions (remote or onsite) for dealer technicians on hardware, networking, and SteriTraces operation.
Document all support procedures and update knowledge base material.
Provide CRM data entry and ensure accurate tracking of support activities.
Identify opportunities to improve customer experience and contribute ideas to optimize product and support processes.
Assist with R&D projects as required, including testing, validation, and feedback.