Bilingual Technical Helpdesk Analyst I (12 months contract)

Overview:Analyst works in a 24/7 * 365 helpdesk environment with a fixed scheduled. The employee provides technical support through telephone & e-mail for timely resolution of customer issues in accordance with service level and other KPI standards (FCR, Priority Resolution Times, CSAT). Consults management, other technical resources, or sales staff for non-routine elements or resolution. Participates in team resolution of problems as required. Performs other duties as assigned.Please note this is a full-time contract opportunity.The position is 100% onsitePlease note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office.Responsibilities:Maintain, monitor, support and troubleshoot B2B Customer core Restaurant Point of Sale(POS) hardware along with software applications. Supported product not limited to; Restaurantmenus (mobile, in store), POS hardware; pin pads, scanners and multiple kitchen videosystems, security, drive through headset and drive through timers technology, time clocksystems and surveillance systems.Escalates Customer issues to next level of support, Advanced product support, Field Service,Management, etc. as required. Participates in team resolution/root cause of non-routineissues or initiatives. Initiates Customer call back protocols as required.Provides value added Customer Service by translating highly technical specifications into clearnon-technical requirements for easier understanding of non-technical end users. Providesdocumentation of all processes and training as needed.RMA and Supply Order / Sales Processing- Having exhausted troubleshooting, and dependingon the warranty / contract, the agent will be required to process an RMA understanding prioritylevel response or provide quotes on replacement parts and process supply orders if needed. Also liaise with sales when required.Maintains detailed and current knowledge of products and services. Train and assist new agents with call center routine.Qualifications:High school graduation with 3 to 4 years technical & troubleshooting experience or Community College (Electrical, Electronic, or Computer Engineering) and sufficient proven Customer Relations experience.Must be highly skilled in Customer relations with ability to exhibit empathy, patience, and ability to translate technical jargon into plain understandable language.Working knowledge of Microsoft Word, Excel, Power Point, Outlook email, internet. Working knowledge of Salesforce CRM would be an asset. Microsoft Networking certification (A+) or appropriate post-secondary technical degree involving Engineering, Computer Networking, Programming, Systems Analyst, etc.Working knowledge of TCP/IP networking protocols, Router hardware and configuration, Ethernet Hub, Internet Modem, and anti-virus in a networked environment.Complex problem-solving skills required.Exceptional interpersonal and communication skills.Bilingual in French and EnglishWHO WE ARE:Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us.At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years.HOW TO APPLYPlease include a PDF copy of your current resume.DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees.AODA POLICYPanasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.Only candidates selected for an interview will be contacted.We thank you for your interest in working for Panasonic Canada Inc.