Technical Support Specialist
Esna Technologies - Richmond Hill, ON

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Technical Support Specialist

GENERAL FUNCTION:

The Technical Support Specialist is responsible for providing a comprehensive package of Value

Added Service and ongoing technical and application support to the Esna Technologies Inc.

customers and network of distributors. This individual will act as the centralized link between

customers, distributors, sales representatives, QC and the Esna Technologies Inc. product line.

Technical Support Specialists will

RESPONSIBILITIES/KEY COMPETENCIES:

  • Provide technical consultation to customers, distributors, field sales and internal personnel

regarding product specifications, techniques and available substitutions pertaining to Esna

products.

  • Ensure resolution of questions or problems, providing on-site customer visits, telephone

follow-up and written documentation as required

  • Provide technical product training for customers, customer care and sales specialists. This

includes on-site customer training, and web based training.

  • Maintain and update competitive/Technical Information Files and reference manuals as

required

  • Document all product incident reports from customers, distributors, and internal or field

personnel.

  • Follow-up with appropriate QC and R & D departments to ensure complaint resolution as

required

  • Document and communicate completed follow-up information to the customer to ensure

complete customer satisfaction.

EDUCATION & SKILLS REQUIREMENTS:

  • Excellent written and oral communication skills
  • Must be well organized with attention to detail
  • Ability to work independently and conscientiously to make high quality decisions
  • Ability to travel across North America
  • Bilingual French/English is an asset
  • Bilingual Spanish/English is an asset
  • MCSE is an asset
  • Cisco certs are an asset
  • Telephony knowledge is an asset

Indeed - 4 months ago - save job - block
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