Customer Support Technician - Toronto, Canada - Stingray Media Group

Stingray Media Group

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Department Operations
Location Toronto

At Stingray, creativity, collaboration, and cutting-edge technology are the pillars of our DNA. Are you ready to watch your career take off with a team of tech-savvy music lovers in a stimulating and fun work environment?

We are currently looking for a Customer Service Technician - Digital Experience to join our Toronto team. This position reports to the Key Account Manager & Sales Engineer.

Your day-to-day
Monitor deployed devices via remote management software (LogMeIn, TeamViewer, etc.)
Decipher issues reported by customers to select and reply with the most appropriate response to quickly resolve issue
Analyze and report on issues to be escalated to Support Level 2, Content or Delivery Teams
Technical Troubleshooting. Assist customers with technical issues and provide step-by-step solutions
Maintain a record of customer interactions and technical issues. Update our internal databases with information about technical issues and useful discussions with customers
Maintain strong relationships with clients and understand their needs / concerns
Stay updated on new products/features and incorporate this new knowledge in your support for customers
Develop and maintain relationships with contractors, construction management firms, etc. as it relates digital signage installation services
Coordinate with customer support technicians to ensure that all projects and goals are delivered on time
Assist field technicians remotely with configuring and troubleshooting newly deployed devices and verify functionality based on standards set by clients
Your qualifications
2-4 years of proven experience in IT support or similar role
Strong knowledge of software development processes and best practices
Knowledge of digital solutions processes (deployment, software, hardware)
Experience with digital signage systems and audio/music technologies
Excellent communication skills, both written and verbal
General understanding and knowledge of support ticketing systems
Ability to work nights, weekends and during the holidays on occasion
Ability to manage stress and maintain positive attitude during peak business periods
Bilingual (English & French) an asset but not required
Life at Stingray
Hybrid work model
Share purchase plan (with a contribution from Stingray)
Access to virtual healthcare
Discounted access to local gym
Free on-line fitness classes offered weekly
Access to private nutrition & wellness advising
And much more