Position: Consumer Electronic Technical Support
Location: Markham, Ontario, Canada
Compensation: $25,000 to $30,000
Consumer Electronic Technical Support
Products Support
As a product expert you will help us deliver the support for the latest technology. Our goal is to create a good support experience for our customers there by building brand loyalty. You will be expected to become an expert with the products we supply such as MP3 / MP4 player, Digital Still / Video Cameras, Digital Photo Frames and Digital Audio Video accessories.
In your technical support role you are expected to communicate both via email and phone to resolve issues that the end users may have with their products. Technical support calls are captured via our desktop support application.
You will work in an environment where no day is exactly the same. We work together to offer customers the complete solution to all their technology needs through understanding of individual customer difficulty in using the products.
Desktop Support
Desktop support is for internal users. We need to maintain and support our local area network. Operating systems: Vista, Pro, Windows 2K, MS Small Business Server and Linux.
Product Analysis
The other aspect of the job is to works closely with sales and buying department in order to evaluate new products. This involves analysis of the features and quality of the product. As a product expert you will be expected to make recommendations and suggestions for additional features for a given product, which would make the product more appealing potential buyers.
Return Materials Authorization
The other area of work is dealing with product returns. This applies to both end-users and retail stores.
End User
Follow procedure, which involves issuing an RMA form to the user. Receiving the product and test/repair/replace in line with procedure.
Retail stores
You will be required to follow the RMA procedure to issue RMA numbers. Subsequently you will receive and verify the quantity and condition of products. Updating the inventory reflecting the RMA products received via data entry into the inventory system.
Product testing is an integral part of RMA to identify product state. Taking part in continuous process improvement is also required for this position.
Qualifications
- Fluently Bilingual in French and English
- 1-2 year experience in Technical Customer service environment
- Experience working in fast paced call centre environment.
- Working in a team environment
