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Bilingual Technical Helpdesk Analyst-Level 1

Indirect

Panasonic Canada Inc.
  • Niagara-on-the-Lake, ON, Canada
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Panasonic Canada Inc.

For over 100 years, Panasonic has been committed to enhancing the well-being of people, communities, and society.  Our technologies and solutions have been developed with one aim in mind: to make live better – simpler, healthier, safer, more enjoyable, and more sustainable.  Panasonic Canada Inc. (PCI) is a leading technology provider to businesses, government agencies and consumers across the region. The company leverages its strengths in Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains and Connected Solutions to provide lifestyle solutions to consumers as well as secure and resilient integrated solutions for B2B and B2G customers. We are proud to be recognized as one of Greater Toronto’s Top Employers for 2020, 2021 and 2022. Come join our journey.

Bilingual Technical Helpdesk Analyst-L1:

Analyst works in a 24/7 * 365 helpdesk environment with a fixed scheduled. The employee provides technical support through telephone & e-mail for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT).  Consults management, other technical resources, or sales staff for non-routine elements or resolution.  Participates in team resolution of problems as required.  Performs other duties as assigned.

Please note this is a full-time opportunity.

Please note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office.

Responsibilities

  1. Maintain, monitor, support and troubleshoot B2B Customer core Restaurant Point of Sale (POS) hardware along with software applications. Supported product not limited to; Restaurant menus (mobile, in store), POS hardware; pin pads, scanners and multiple kitchen video systems, security, drive through headset and drive through timers technology, time clock systems and surveillance systems.
  2. Escalates Customer issues to next level of support, Advanced product support, Field Service, Management, etc. as required. Participates in team resolution/root cause of non-routine issues or initiatives.  Initiates Customer call back protocols as required.
  3. Provides value added Customer Service by translating highly technical specifications into clear non-technical requirements for easier understanding of non-technical end users. Provides documentation of all processes and training as needed. 
  4. RMA and Supply Order / Sales Processing- Having exhausted troubleshooting, and depending on the warranty / contract, the agent will be required to process an RMA understanding priority level response or provide quotes on replacement parts and process supply orders if needed. Also liaise with sales when required. 
  5. Maintains detailed and current knowledge of products and services. Train and assist new agents with call center routine.

The Successful Candidate Will Have:

  1. High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven Customer Relations experience.
  2. Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language.
  3. Working knowledge of Microsoft Word, Excel, Power Point, Outlook email, internet. Working knowledge of Salesforce CRM would be an asset.  Microsoft Networking certification (A+) or appropriate post-secondary technical degree involving Engineering, Computer Networking, Programming, Systems Analyst, etc.  
  4. Working knowledge of TCP/IP networking protocols, Router hardware and configuration, Ethernet Hub, Internet Modem, and anti-virus in a networked environment.
  5. Complex problem-solving skills required.
  6. Exceptional interpersonal and communication skills.

How to Apply:

Please apply via email at [email protected]. Please include a PDF copy of your current resume.

Diversity, Equity, and Inclusion at Panasonic Canada Inc.

In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees

AODA Policy

Panasonic Canada Inc. has an accommodation process in place and provides accommodations for

job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

Only candidates selected for an interview will be contacted.

We thank you for your interest in working for Panasonic Canada Inc.

Indirect

  • Niagara-on-the-Lake, ON, Canada
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As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.

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