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Tech Support jobs in Vancouver, BC

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    • Prior experience providing remote technical support and customer service.
    • The Product Support Specialist II provides technical support for commercial and…
  • View similar jobs with this employer
    • Prior experience providing remote technical support and customer service.
    • The Product Support Specialist II provides technical support for commercial and…
    • This role will bridge the gap between day-to-day user support and foundational infrastructure management.
    • The IT Support Specialist will handle everything from…
    • Minimum 2 years of experience in a technical support or clinical/medical device support role.
    • Structured paid training and support.
    • Provide support for the VOIP telephone system.
    • Respond to system alerts, including occasional after-hours support when required.
    • Provide local tech support assistance for our factory partner brands.
    • An employee assistance program including psychological, financial, and legal support.
    • College Diploma in related field or 3+ years desktop/laptop support experience.
    • Providing in person and over the phone support to on site and remote employees.
    • Work closely with Account Owners to provide support for customer accounts as required.
    • Maintain product expertise of the Dash Social platform at all times.
    • 2-3 years of hands-on IT support or systems administration.
    • This is not a junior or entry-level role.
    • You will handle tickets independently, manage client…
    • Access industry resources including software updates, drivers, knowledge bases, and FAQ resources to aid in tech support resolutions.
    • VoIP Systems (configuration and support).
    • Determines when issues require Tier 3 vendor escalation and coordinates resolution with third party support.
    • You must be flexible for after-hours calls for critical support situations or projects.
    • REPORTS TO: Director of IT.
    • I would need support or training.
    • Occasional bench testing or field support may be required.
    • Contribute to improving internal technical-support processes and…
    • Minimum 3 years of enterprise deskside/end‑user support experience.
    • Experience supporting users via remote support tools (e.g., LogMeIn Rescue or equivalent).
    • This role combines customer service, administrative support, and basic technical troubleshooting/support to customers and technicians.
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Job Post Details

Product Support Specialist II - job post

Rheem Manufacturing
Burnaby, BC•Hybrid work
$64,000–$74,000 a year - Permanent, Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Pay

  • $64,000–$74,000 a year

Job type

  • Permanent
  • Full-time

Shift and schedule

  • Monday to Friday
  • Holidays

Location

Burnaby, BC•Hybrid work

Benefits

Pulled from the full job description

  • Paid time off
  • Extended health care
  • On-site parking

Full job description

Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles? We have an opportunity for you to do just that! As a Technical Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.

Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career!

Position Summary

The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from home, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

This role is best suited for canddiates with hands-on experience in HVAC, boilers, hydronics, plumbing, or mechanical systems troubleshooting who enjoys supporting contractors and customers.

This role will support the IBC Canada business site, based in Burnaby, Canada.

Schedule: Monday to Friday, 8 am to 4:30 pm. May occasionally require weekends and holidays.

Work Arrangement: Work from home days available after completing training.

Reporting to: Manager, Customer Experience

Essential Functions

  • Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
  • Identify problems, troubleshoot errors, and explain and help initiate the repairs process via phone and email.
  • Support customers in the interpretation of warranty information.
  • Arrange for malfunctioning or defective items to be returned for repair or replacement.
  • Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions, and determine warranty eligibility on CRM.
  • Drafting process documents and troubleshooting guides.
  • Ensure full resolution and conclusion of tickets.
  • Performs other duties as assigned.

Qualifications

Knowledge, Skills, & Abilities:

  • Excellent customer service skills.
  • Mechanically inclined.
  • Excellent verbal and written communication skills.
  • Meticulous in nature, with a strong focus on accuracy.
  • Advanced proficiency in CRM.
  • Working proficiency in MS Office Suites.
  • Demonstrated ability to work well with others in a matrix team environment.
  • Ability to see cases and tickets through to their conclusion.
  • Demonstrated ownership.
  • Ability to manage time on tickets efficiently.
  • Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
  • Excellent problem-solving skills for technical products.

Work Experience:

  • Expereince working with mechanical products.
  • Prior experience providing remote technical support and customer service.
  • Prior experience maintaining extensive customer records on CRM.

Pay: $64,000.00-$74,000.00 per year

Benefits:

  • Extended health care
  • On-site parking
  • Paid time off

Work Location: Hybrid remote in Burnaby, BC

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