Customer Support Technician

Real Time Networks Inc is a rapidly growing Vancouver-based company that has achieved outstanding success in the marketplace. We specialize in developing cutting-edge solutions that provide security, safety, and real-time tracking for keys, assets, and people. Our industry-leading products, including KeyTracer key control systems, AssetTracer electronic smart lockers, and Workplace Safety location solutions, have solidified our position as market leaders.

Position and Scope

We currently have an opening for a Customer Support Technician. This position has lots to offer including opportunities for growth and advancement, exposure to hi-tech products, IT, and product development. Our ideal candidate will have excellent customer service skills, a technical aptitude, and is an inquisitive problem solver. 

Responsibilities

  1. Be the first point of contact for our customers, and triage incoming technical support issues.
  2. Manage tickets and queue to ensure timely responses to customers in alignment with Service Level Agreements (SLAs).
  3. Assist customers with first level technical support and customer service-related issues via phone, video, and email.
  4. Build strong customer relationships by addressing complaints, proposing effective solutions, and recommending proactive and preventative maintenance.
  5. Develop and maintain documentation and Standard Operating Procedures.
  6. Conduct hands on troubleshooting, device testing, and product setup and installation.
  7. Work closely with other departments to meet service and customer objectives, as well as project timelines.
  8. Quickly learn new software, hardware, and related concepts.

Skills

  1. You are a critical thinker, adept at problem-solving, and can assess and prioritize critical issues.
  2. You are fluent in English and have exceptional communication skills. You can effectively communicate and connect with customers and provide top-notch customer service in a professional manner.
  3. You have a technical aptitude and an understanding of IT and Network related concepts.
  4. You have excellent writing and reporting skills, with a keen attention to detail when updating tickets.
  5. You can work independently whilst also collaborating with team members.
  6. You can work independently whilst also collaborating with team members.
  7. You have a flexible and dynamic personality with a “Can Do” attitude.
  8. You are legally authorized to work in Canada.

Education and Experience

  1. Post-secondary education
  2. Minimum 2 years of Customer Service experience, preferably supporting external customers.
  3. Minimum 2 years experience working with a Customer Support Software. Experience with Team Support is considered an asset.
  4. Technical or IT Aptitude
  5. Fluent in French is considered an asset.
 

Location

  1. Port Coquitlam, BC. Hybrid work option available

Start Date

  1. ASAP

What we offer

  1. Permanent Full-Time employment
  2. Hybrid work option available
  3. Opportunity for development and training
  4. Competitive Salary
  5. Extended Health and Dental Benefits
  6. RRSP Matching

To apply

  1. Email a copy of your resume with a brief introduction of yourself to contact@realtimenetworks.com
  2. Position open until filled.

RTN is an equal opportunity employer who is committed to an inclusive and diverse workforce, equity in employment and fostering a barrier-free environment.

We strive to include perspectives from those that vary by race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team.

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