Job overview:

The Technical Support Associate is responsible to provide phone-based technical support for Ross Video products, assists customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns.

Who you report to: Manager, Technical Support - Frontline

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Provides effective customer service by handling technical support enquiries and following documentation policies
• Answers technical inquiries, ensures proper escalation procedures are followed and provides pricing information regarding Ross products, as required
• Will be an active member of the on-call rotation for emergency services (24 hours a day) as well as the 12pm to 8pm rotation
• Expedites the return of service spares from the field (RMAs)
• Performs other related duties as required

Who you are:

• Technical diploma in Computers, IT, Broadcast or Electrical fields
• Additional education and computer courses are strong assets.
• Must be fluent in the English language (read, write, speak).
• Fluency in French, Spanish and/or Portuguese languages are also considered to be an asset
• Well-organized, very detail oriented, and able to multi-task
• Approachable and excellent communication skills
• High initiative and well developed analytical skills
• Able to work in a reactive environment
• Must be driven, resourceful, and motivated. (a self-starter)
• Must be able to work effectively with a team as well as independently
• Excellent trouble shooting and debugging skills
• High level of customer service experience
• Experience as a technical support specialist
• Knowledge of MS Word and Excel
• Knowledge of Sales Force or similar CRM system is an asset

Other:

• Valid Driver’s License and access to a vehicle
• Office Environment
• Possible heaving lifting if moving equipment