Equipment Technical Support Specialist

In a world of possibilities, pursue one with endless opportunities. Imagine Next!

When it comes to what you want in your career, if you can imagine it, you can do it at Parsons.  Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

We are looking for a candidate to join our team as an Equipment Technical Support Specialist in our Smart Vehicle Solutions Equipment Support group located in Markham, Ontario. Our team has been in place for more than 20 years assisting the public, vehicle owners, vehicle operators, and inspection centres across North America. Parsons is currently seeking a full-time associate to provide equipment technical support. If you excel working in a team environment, relish the opportunity to learn new skills and enjoys problem solving, we want to hear from you.

Equipment Technical Support duties will include:

• Handling Program inquiries via telephone calls, emails, web-tickets, video calls and chat interactions from the public and Inspections Centre representatives.
• Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries.
• Fostering relationships with Inspections Centre representatives.
• Handling sensitive and complex issues in a timely and accurate manner.
• Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution.
• Interact and liaise with internal and external departments to review and resolve customer concerns.
• Proactively manage key performance indicators and meet service levels for support response time on calls, chats, emails, and video conference.
• Achieve Quality Assurance targets.
• Work with minimal supervision within departmental defined procedures.
• Work independently and as part of a team, with changing time constraints.
• Proactively call out to customers when needed for service-related matters.
• Participate in special projects and perform other duties as required.

Qualifications:

• Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
• Pleasant telephone manner; excellent written and verbal communication skills
• Strong problem solving, decision making and negotiating skills.
• Ability to handle challenging situations by exhibiting composure and empathy.
• Excellent English written and verbal communication skills
• Strong PC skills, knowledge of MS Office Suite (Word, Excel, PowerPoint etc.).
• Ability to multitask, quickly adapt to new information and procedures.
• Strong analytical and mechanical/technical aptitude.
• Pleasant telephone manner.
• Must be willing to work a 40hr/week shift,
• Hours of Operation: Monday to Friday 8.00 AM to 6:00 PM; Saturday 9.00 AM to 3:00 PM with the occasional Sunday
• Pass a Criminal Record and Judicial Matters Check.

Minimum Clearance Required to Start:

Not Applicable/NoneThis position is part of our Critical Infrastructure team.For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers’ visions—and to help them see new possibilities.We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!