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Technical support specialist

Montréal, Québec

Fortin Electronic Systems is seeking a Technical Support Specialist to join our team and support trained installers using our products. The support specialist will deal with distributor technical issues and also help manage the rest of the technical support team. We are looking for people who are experienced installers, are passionate about what they do, and how well they do it. Do you want to make a difference? Our clients are located all around the globe, and we need to continue to be more experienced than they are.

Primary Roles / Responsibilities

Responsibilities include basic technical troubleshooting and communication as well as contributing to the administrative aspect of the departement. Opportunities are available for those willing and who know their stuff.

1. Technical support :

  • Find solutions to remote starter/alarm installation problems
  • Act as the voice of Fortin Electronic Systems; providing front line support via phone, email, and chat applications
  • Keep installers updated on new vehicles and products available for installations
  • Deal with distributor and remote starter manufacturer issues

2. Documentation and administation :

  • Update vehicle information
  • Create assets/knowledge base articles from resolved issues
  • Develop and maintain a relationship with the product group for introducing bug fixes and new feature requests
  • Proactively maintain familiarity and experience with our products and the automobiles they are used with
  • Validate and test new plans and solutions for installations

3. Management :

  • Supervise the work of other tech support agents
  • Help other support agents solve complex troubleshooting issues

Required skills

  • Background in electronics, telecommunications or automotive technician
  • Perfectly Bilingual (written, verbal)
  • Flexible team player

Skills considered assets

Given the mission critical nature of our applications, you must work very well under pressure, problem solve efficiently, and keep abreast of current technology.

  • Ability to quickly solve large, complex problems
  • Some knowledge in the 12V industry
  • Effective time management
  • Excellent research skills
  • Effective project management skills / ability to prioritize and schedule tasks
  • Excellent communication skills (written, verbal)
  • Punctual
  • Manual dexterity

Experience and education

  • Electronics or Automotive electronics degree
  • 1+ years of hands-on experience with remote-starter and alarm installations
  • Experience in customer service

Apply now

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