TECHNICAL SUPPORT SPECIALIST

We are seeking a Technical Support Specialist, who will be responsible for providing direct assistance, mainly by email and telephone, to all internal and external D-BOX customers, making recommendations for continuous product improvement, participating in the design and development of various management tools, and developing standard processes for customer service.

Your mission

• Handle technical issues for D-BOX customers (institutional, commercial and private) by providing technical support via email and telephone
• Be the point of contact and take responsibility for escalations with engineering, following their progress until they are fully resolved
• Properly document information in all boxes in the information management systems, according to established D-BOX processes
• Maintain a customer-focused attitude so that all our partners receive the expected level of service
• Carefully follow the current operational procedures and contribute to improving them
• Actively participate in special projects to improve overall processes or customer service documentation
• Monitor your personal performance with the help of indicators and dashboards and make the necessary adjustments
• Offer continuing education workshops on the various products and divisions
• Provide technical support to customers on an occasional basis
• Participate in the installation of seats in theatres worldwide, with specialists from time to time

Your DNA

• College diploma (DEC) in electronics, mechanics, computer science or equivalent experience
• Two (2) years of experience in a technical customer support position as well as in customer service with inbound and outbound calls
• You have a basic knowledge of networking
• You have experience working with remote connection tools (VPN, Remote Desktop, TeamViewer, LogMeIn, etc.)
• You are familiar with Office suite and the Windows environment
• You are customer-oriented, independent, organized, a team player and skilled at prioritizing
• You have strong analytical and problem-solving skills
• You are at ease in a dynamic and constantly changing environment
• You are not afraid to get out of your comfort zone
• You communicate well in French and English (Spanish or Portuguese is an asset)
• Our team must provide service between 8 a.m. and 6 p.m., Monday to Friday.
  To support cinemas around the world, we’ve set up a rotating 24/7 emergency on-call system through a mobile app. Each team member takes on-call duty for one week, once every 5 to 6 weeks.
• An energetic team working to entertain the planet
• An opportunity to innovate, grow and make a significant impact
• A work schedule with the possibility of teleworking
• Skills development and training
• Personal days
• Annual credit for physical activities ($350)
• Salary commensurate with your talent
• Happy hours, themed dinners, variousos activities
• In-office D-BOX cinema
• Free coffee & tea
• And much more!

D-BOX is committed to making our team a better reflection of society and values diversity of all forms. We encourage applications from women, from those who identify as Indigenous, as a Person of Colour, as a member of the LGBTQ2S+ community, as a person with a disability and from other cultural, racial or ethnic minorities.

TECHNICAL SUPPORT SPECIALIST