Avigilon Technical Support Specialist in Vancouver, British Columbia

Technical Support Specialist

Vancouver, Canada

Avigilon (TSX: AVO) provides trusted security solutions to the global market. Avigilon designs, develops, and manufactures video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Avigilon’s solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

This is a technical role within our Customer Experience department that will allow you to learn and understand a very diverse set of technologies. Our product is a complex, real-time, enterprise system that involves the following core technologies:

  • Bandwidth-intensive data streaming over an IP network

  • Computer hardware, specifically high-performance server and storage hardware

  • Advanced Windows configuration and management

  • Electronics and Mechanics

  • Software and firmware

  • Video compression

  • Digital optics and/or photography

Our goal is to provide fantastic technical customer service that achieves not just customer satisfaction but customer happiness using contact center industry best practice and methodologies.

We’re looking for someone who loves to help others and can be empathetic even when dealing with tough customers!

Responsibilities include:

  • Troubleshooting of Avigilon hardware and software products through remote and virtual systems (phone, email, VPN)

  • Gather customers’ information to determine root issues and analyze symptoms

  • Provide knowledgeable and exceptional customer experiences while also solving their issues

  • Diagnose and resolve technical hardware and software issues involving internet connectivity, Cisco router and switch issues

  • Thoroughly document customer interactions and issues for future knowledge sharing – document support incidents and/or common critical issues

  • Handle customer complaints and escalations by talking to customers directly

  • Ability and eagerness to handle multiple priorities within a fast paced environment and ultimately ensuring the best customer experience

  • Assist customers with installation, operational, maintenance and or training related inquiries for products and applications

  • Diagnoses mechanical, hardware, software and systems failures using established procedures

Qualifications:

  • 1+ years’ experience providing technical support

  • Self-motivated and focused with a passion for technology and an aptitude for customer happiness

  • Ability to learn and understand new ideas and concepts

  • Pleasant, friendly style of verbal and written communication

  • Excellent knowledge of networking principles and IP communication

  • Intimate knowledge and experience with Windows troubleshooting tools and techniques

  • Experience with computer hardware/network equipment configuration and troubleshooting

Preference will be given to candidates with the following skills and experience:

  • Technical support experience in a contact center environment

  • College degree or diploma of technology

  • Microsoft and/or Cisco certifications

  • Prior experience in surveillance industry

  • Digital photography hobbyist

  • Multilingual

Perks and Benefits:

As a full-time employee at Avigilon, you are eligible to receive a comprehensive benefits package which includes MSP, extended health, dental, medical insurance while travelling, and the opportunity to participate in the Employee Share Purchase Plan (ESPP). You will also receive a health spending account to cover additional healthcare costs, such as vision care, RMT and chiropractor visits.

Perks at our Yaletown office include an outdoor basketball court and full service indoor gym, as well as excellent proximity to public transportation.

System ID: 2016-2548

Job Type (EN): Permanent Full Time