Paradigm Electronics Inc. Looking for Product and Technical Support Specialist at Mississauga, ON Full Time

About:

Paradigm is focused on innovation and value in the Luxury products that we design and craft. We are setting the standard for others to chase by imagining, designing, manufacturing, and providing the best residential sound systems around the world.

Position:

As a Product and Technical Support Specialist you will be helping our customers from all over the world get the best from their products by troubleshooting their problems and guiding them through how to solve them. The ideal candidate must have previous customer service experience in home electronics via; speakers. The Specialist will be responsible for providing customer service, troubleshoot technical issues, added support to our dealers, sales representatives, and consumers on a variety of issues related to consumer electronics and loudspeakers. This position will join our inbound team to manage the lead flow and enhance customer experience by helping them with their technical needs. From start to finish your day will be about engaging with our customers and making sure we our giving them the superlative customer experience. Using a variety of different tools and resources you will help quickly identify the cause of the problem and inform the customer what they need to do for resolution and guide them through the process every step of the way.

Key Responsibilities:

• Professionally handle all incoming calls routed to you for technical support and other enquiries.
• Provide customer engagement in positive and approachable manner. Handle customer complaints/issues by providing solutions, often with a goal of providing First Person Resolution to ensure the customer is satisfied.
• Anticipate and identify customer needs or desires in order to recommend the appropriate solution/s.
• Manage a high and multiple volume of inbound lead traffic according to established SLAs/24hrs TAT.
• Accurately track and record activities in the internal database.
• Monitor your KPIs, metrics, and forecast activities to consistently generate pipeline and hit your quota.
• Multitask and manage the process of working with data and track activity.
• Identify and troubleshoot consumer electronics and home theatre setups.
• In case FPR is not met, follow up with the customer to ensure problems are resolved.
• Data Entry: Process parts orders, track and monitor authorize returns and issue service tickets.
• Provide, assist, and maintain FAQs to senior support for internal database and company websites.
• Supporting, testing, and evaluating the roll-out of new applications and products.
• All other duties assigned required for the business.

Expectations:

• Excellent command of the English language: both written and spoken
• Ability to adapt in a fast paced and ever-changing environment.
• Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
• Excellent customer service mindset and a high level of professionalism: positive and approachable, active listener, patient, solution oriented, committed to success and delivers a high quality of work and customer experience.
• Skilled at problem solving with the ability to multitask and switch focus quickly and to think independently, strategically and be resourceful.
• Deadline-driven, detailed oriented, and conscientious.
• Must possess good organisational and prioritisation skills
• Incumbent must possess an understanding of consumer electronics along with the organisation’s products, services, and process but will escalate more complex inquiries.
• Relies on instructions and pre-established guidelines to perform the functions of the position and in addition, will perform tasks as outlined below and will work under immediate supervision.

Qualifications & Experience:

• Ideal candidate would have Post-Secondary Education.
• Requires 2 to 5 years of experience in the Consumer Electronics industry.
• Excellent problem-solving abilities and attention to detail.

If this sounds like you then we want to hear from you!

We are looking for people who are passionate about giving legendary customer service and acquiring and retaining loyal customer base.

Note:

We are an equal opportunities employer who embraces diversity and equality in the workplace which means we have a whole host of incredible people working for us with all different experiences and backgrounds.

Thanks in advance for your application. After the online phase, the most successful candidates will be invited for an interview. In case you’re not contacted in the next 15 days, we will keep your application for future opportunities that may suit your profile best

Job Type: Full-time

Salary: $42,000.00-$44,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Store discount
• Tuition reimbursement
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Overtime pay

Ability to commute/relocate:

• Mississauga, ON L5T 2V1: reliably commute or plan to relocate before starting work (required)

Application question(s):

• If you have an engineering degree you will automatically be rejected. Do you confirm you are not overqualified for this position?
• This is not an IT-related position. Do you confirm that you fully understand the role you are applying for?

Experience:

• Customer Service (Tech Support): 2 years (required)

Language:

• English at CLB 8.5 or above (required)

Work Location: One location

Application deadline: 2023-04-20