Customer Support Manager at Suger, serving as the primary contact for customer - reported issues. Collaboration with engineering and product teams to resolve technical challenges and improve documentation.
About the role
- IT Support Technician providing remote and onsite support for clients while maintaining superior service standards. Join Venture IT's dynamic team in a hybrid role based in Markham, Ontario.
Responsibilities
- Efficiently diagnose and resolve tickets, adhering to client service level agreements.
- Stay updated with essential certifications and training.
- Configure Windows and Mac systems as per client requirements.
- Manage vendor communications and other third-party interactions.
- Maintain detailed documentation for ticket progress and client billing.
- Facilitate communication between the client, technical, and account teams.
- Consistently meet client service level targets while upholding superior service standards.
- Collaborate with the team lead to enhance our hardware repair operations.
- Undertake additional duties as directed by management.
Requirements
- Must possess a driver's license and a reliable vehicle.
- A minimum of 1 year of experience as a hardware technician, with proficiency in both PC and Apple device repair.
- Proficient in PC hardware, Microsoft OS (Windows 7/8/10), Office 365, and VPN applications.
- Solid grasp of iOS/MacOS devices and troubleshooting techniques.
- Stellar communication and client service skills.
- Aptitude for explaining intricate technical details to non-tech users.
- Exceptional multitasking, time management, and prioritization skills.
Benefits
- Comprehensive health, dental, and vision packages.
- Generous vacation and PTO.
- Parental leave benefits.
- Regular company events & social hours.
- Education reimbursement scheme.
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