NOC Technical Support Agent Level 1 (Oakville, ON)

Location

Head Office, Cornwall Road, Oakville, ON

Summary

The primary purpose of this position is to provide Level 1 OEM Software & Hardware support and for Digital LED sign customers.

Responsibilities

• Responsible for responding to customer phone and email requests and logging in the Service Ticketing system. In this capacity the employee will:
• Answering incoming service requests by phone (or email) and take appropriate action for each call.
• Provide over the phone support to customers related to LED display software.
• Provide over‑the‑phone support to customers setting up and maintaining wired, cellular and Wi‑Fi networks. Specific skills in configuring network subnets.
• Update all customer inquiries to second level support as required with full debrief on the issue to ensure the issue is resolved.
• Maintain customer satisfaction ratings based on criteria established by the company....