NOC Technical Support Agent, Level 1

Job Description:Job Description Position Details: · Permanent, Full-time · On-Site · Monday to Friday · NOC: 22221 – User support technicians Location: Cornwall, Oakville, ON Summary: The primary purpose of this position is to provide Level 1 OEM Software & Hardware support and for Digital LED sign customers. The primary responsibilities and duties include; but are not limited to: · Responsible for responding to customer phone and email requests and logging in the Service Ticketing system. In this capacity the employee will: o Answering incoming service requests by phone (or email) and take appropriate action for each call. o Provide over the phone support to customers related to LED display software o Provide over-the-phone support to customers setting up and maintaining wired, cellular and Wi-Fi networks. Specific skills in configuring network subnets. o Update all customer inquiries to second level support as required with full debrief on the issue to ensure the issue is resolved o Maintain customer satisfaction ratings based on criteria established by the company. o Input service call information into Service ticketing system to log customer information and actions taken along with required next steps. Diligently enter required information into drop down menu fields to facilitate the gathering of service and product performance metrics. o Utilize company provided diagnostic tools (MRI Portal) and Remote Desktop software to triage and diagnose customer reported issues. o Proactively using company provided diagnostics tools monitor customer LED signs to detect issues and open service tickets to correct them. o As and when appropriate sells additional services by recognizing opportunities to upsell accounts. o Set up web-based training sessions with customers on Media Resources LED display software and communication set ups. · In doing the above activities, create a positive customer experience while meeting company standards pertaining to quality of work performed and in compliance with company policies, procedures, legislation, regulation and directions and identify non-compliance for resolution. · Participate and comply with all health and safety processes and initiatives to ensure that Media Resources remains a safe workplace · Ensure all Service calls are answered and completed to the customer’s satisfaction in a timely manner. · Ensure all Service calls are proactively followed up and customers kept updated on service ticket status. · Ensuring all pertinent information is entered into service tickets to facilitate the gathering of service performance and product metrics. · Additional responsibilities and duties as assigned. Requirements / Qualifications: Academic Training: · Completion of a college program in computer science, computer programming or network administration an asset. · A+ certification an asset Work Experience: · 2+ years’ experience in a Tier I desktop support providing similar technical responsibilities. Specific Competencies: · Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience. · Solid understanding of networking · Ability to work professionally with outside service providers · Positive “enjoy life” attitude to work strong team player with excellent problem and conflict solving skills; resourceful and proactive. · Commitment to product quality and delivery deadlines based on cost and time constraints · Exemplary organization and time management skills; excellent multitasking ability · Strong organization and adherence to specified timelines. · This position requires multi-tasking to ensure the varied job requirements are met. · Flow and characteristics of work require work pressure for frequent periods of short duration or occasional periods of sustained duration. · Ability to manage and de-escalate situations. Proven record of effectively managing conflict situations. Company Description Media Resources Inc. is one of the top-performing companies in the Signage Industry, and it is a place that offers big growth possibilities. Our customers range from the top billboard advertising companies in North America to leading commercial sign companies & AV industry leaders, to advertising agencies and building developers. For them, we design and manufacture world-class indoor & outdoor digital displays, large-format digital printing, 3D creations, and North American sign installation services.We are in this position because of the great people that make up the Media Resources team from the team members who make our products and install signage from across the industry, to the people who service our customers directly, to the people who keep the “engine running”. Truly we believe great experiences start with great people.We are looking for people to join our team. If you are someone who shares our values around having a passion for excellence, a belief in a result-driven work environment, a belief in a culture focused on innovation & continuous improvement, and a system built on teamwork & internal promotion then Media Resources might be a place for you!Company Description:Media Resources Inc. is one of the top-performing companies in the Signage Industry, and it is a place that offers big growth possibilities. Our customers range from the top billboard advertising companies in North America to leading commercial sign companies & AV industry leaders, to advertising agencies and building developers. For them, we design and manufacture world-class indoor & outdoor digital displays, large-format digital printing, 3D creations, and North American sign installation services.\\r\\n\\r\\nWe are in this position because of the great people that make up the Media Resources team from the team members who make our products and install signage from across the industry, to the people who service our customers directly, to the people who keep the “engine running”. Truly we believe great experiences start with great people.\\r\\n\\r\\nWe are looking for people to join our team. If you are someone who shares our values around having a passion for excellence, a belief in a result-driven work environment, a belief in a culture focused on innovation & continuous improvement, and a system built on teamwork & internal promotion then Media Resources might be a place for you!

Job ID: 681701
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Media Resources