Archived listing. The details below describe a past opening.
Customer Support Technician
About the job
Employment Type: Permanent, full-time (5 days per week)
Location: Onsite in Port Coquitlam, BC
Anticipated Start Date: Immediately
Salary Range: $48,000-$60,000 per year
About Real Time Networks
Real Time Networks is a technology company specializing in smart asset management, including AssetTracer intelligent locker systems and KeyTracer key management solutions. Our innovative products streamline workflows, improve security, and drive operational efficiencies for customers across multiple industries, including law enforcement, hospitality, manufacturing, and enterprise organizations.
The opportunity
Are you a tech-savvy problem solver with a passion for helping others? We’re looking for a Customer Support Technician to join our team! In this role, you’ll be the first point of contact for customers, providing exceptional technical support and troubleshooting hardware and software issues. You’ll manage support tickets, assist with installations, and contribute to documentation while building strong relationships with customers. If that sounds like your kind of work, we’d love to hear from you!
Responsibilities:
- Act as the first point of contact for customers via phone, video, and email, providing first-level technical support promptly and professionally.
- Manage your tickets and monitor the queue to ensure timely responses aligned with Service Level Agreements (SLAs).
- Build strong customer relationships by addressing complaints, offering effective solutions, and recommending proactive maintenance.
- Process warranty claims, replacement parts, and RMA shipments.
- Conduct hands-on troubleshooting, device testing, product setup and installation.
- Perform remote diagnostics, software updates, and firmware upgrades on customer systems.
- Learn Real Time Networks products and apply new software, hardware, and technical concepts to resolve customer issues.
- Train customer administrators and end users on system use and help them generate audit-trail and usage reports.
- Work with the Client Services, Development, and other internal teams to meet customer objectives, service goals, and project timelines.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Participate in after-hours and holiday coverage rotation, to provide 24x7 support to Real Time Networks customers.
- Stay updated with the latest developments in information security standards and regulations.
What you bring:
Education and Experience:
- Post-secondary education, preferably in an IT, Electronics, or related discipline is an asset.
- 1-3 years of customer support or technical support roles.
- Demonstrated history of problem-solving for external customers.
- Experience troubleshooting and supporting hardware and software systems.
Knowledge and Skills
- Strong technical aptitude with a solid understanding of IT and network concepts.
- Demonstrated understanding of troubleshooting philosophy as it applies generally.
- Specific proficiency in troubleshooting low-voltage electronics and using tools like soldering irons, hand/power tools, and voltmeters.
- Familiarity with RFID credentials, card readers, electronic locks, and access control hardware is considered an asset.
- Excellent communication and customer service skills, with a professional and approachable demeanour.
- Critical thinking and problem-solving skills, with the ability to prioritize issues effectively.
- Strong writing and reporting abilities, with attention to detail when updating tickets.
- Experience working in a ticketing or CRM system to log, track, and close cases.
- Ability to work independently while collaborating effectively with team members.
- Strong organizational skills and the ability to juggle competing priorities in a fast-paced environment.
- Fluent in French is considered an asset.
Travel Requirement:
- Occasional travel to customer sites for service calls and product installations.
- Ability to travel within Canada/US/International is considered an asset.
- Clean driving record and ability to rent a car is considered an asset.
What we offer:
- Salary of $48,000–$60,000 per year, based on experience and education
- A comprehensive benefits program including extended medical and group insurance.
- RRSP matching and bonus eligibility after the first three months of employment.
- Education Assistance benefits
Diversity & Inclusion
Real Time Networks is an equal opportunity employer who is committed to an inclusive and diverse workforce, equity in employment and fostering a barrier-free environment.
We strive to include perspectives from those that vary by Indigenous identity, race, colour, ancestry, place of origin, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, political belief, and physical or mental disability. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team.
How to apply
Only applications sent to the [email protected] with a resume and cover letter will be considered. Use “Customer Support Technician” as your subject line and include the phrase “RTN Way” in the body of your email so we know you read the posting closely.
Real Time Networks thanks all applicants for their interest and advises that only those selected for an interview will be contacted. No phone calls please.
