Provides first-line technical and program support to the public and inspection centre representatives through phone, email, web tickets, video calls, and chat. Troubleshoots and qualifies equipment issues, coordinates resolutions with internal teams, manages customer concerns, meets service-level and quality targets, and maintains customer relationships. The role requires independent work, adaptability, strong communication, analytical and mechanical aptitude, and participation in special projects.
In a world of possibilities, pursue one with endless opportunities. Imagine Next!
At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.
Job Description:
We are looking for a candidate to join our team as an Equipment Technical Support Specialist in our Smart Vehicle Solutions Equipment Support group located in Markham, Ontario. Our team has been in place for more than 20 years assisting the public, vehicle owners, vehicle operators, and inspection centres across North America. Parsons is currently seeking a full-time associate to provide equipment technical support. If you excel working in a team environment, relish the opportunity to learn new skills and enjoys problem solving, we want to hear from you.
Equipment Technical Support duties will include:
- Handling Program inquiries via telephone calls, emails, web-tickets, video calls and chat interactions from the public and Inspections Centre representatives.
- Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries.
- Fostering relationships with Inspections Centre representatives.
- Handling sensitive and complex issues in a timely and accurate manner.
- Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
- Interact and liaise with internal and external departments to review and resolve customer concerns.
- Proactively manage key performance indicators and meet service levels for support response time on calls, chats, emails, and video conference.
- Achieve Quality Assurance targets.
- Work with minimal supervision within departmental defined procedures.
- Work independently and as part of a team, with changing time constraints.
- Proactively call out to customers when needed for service-related matters.
- Participate in special projects and perform other duties as required.
Qualifications:
- Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
- Pleasant telephone manner; excellent written and verbal communication skills
- Strong problem solving, decision making and negotiating skills.
- Ability to handle challenging situations by exhibiting composure and empathy.
- Excellent English written and verbal communication skills
- Strong PC skills, knowledge of MS Office Suite (Word, Excel, PowerPoint etc.).
- Ability to multitask, quickly adapt to new information and procedures.
- Strong analytical and mechanical/technical aptitude.
- Pleasant telephone manner.
- Must be willing to work a 40hr/week shift,
- Hours of Operation: Monday to Friday 8.00 AM to 6:00 PM; Saturday 9.00 AM to 3:00 PM with the occasional Sunday
- Pass a Criminal Record and Judicial Matters Check.
This job posting is for a current addition or replacement opportunity within Parsons.
We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Parsons equally employs representation at all job levels for indigenous peoples, women, individuals with disabilities, and visible minorities.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!
Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.
Parsons Corporation Markham, Ontario, CAN Office
Markham, Canada
Parsons Corporation Mississauga, Ontario, CAN Office
Mississauga, Canada
Parsons Corporation Toronto, Ontario, CAN Office
Toronto, Canada
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