Senior Equipment Technical Support Specialist (Steeles & Warden)

In a world of possibilities, pursue one with endless opportunities. Imagine Next!At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.

Job Description:

We are looking for a Equipment Technical Support Specialist  to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America.   Reporting into the Equipment Service Manager, you will be responsible for coordinating and executing a broad range of customer service activities on the Customer Service team.

What You'll Be Doing:

•  Provide senior-level technical and program support to front-line staff handling customer inquiries through telephone, email, chat, web tickets, and other support channels.
• Assist team members with complex or non-routine customer inquiries, equipment issues, and program-related questions.
• Support the Team Lead and Equipment Service Manager in maintaining a high standard of customer service across the support team.
• Review customer interactions for quality and accuracy, and share observations, trends, and opportunities for improvement with the Team Lead and Equipment Service Manager.
• Help identify recurring knowledge gaps, process issues, or training needs and communicate them to management for follow-up.
• Assist in maintaining and updating support materials, knowledge resources, reference guides, and training content as required and approved.
• Support onboarding and job shadowing activities for new and existing staff by sharing subject matter knowledge and best practices.
• Provide guidance to staff in understanding program rules, equipment processes, and established procedures.
• Assist with the preparation of call centre statistics, service level information, and operational reports, as requested.
• Support service delivery by helping respond to customer inquiries during periods of high volume or increased operational demand.
• Escalate unresolved, sensitive, or complex issues to the Team Lead and/or Equipment Service Manager as appropriate.
• Monitor for operational or system issues affecting service delivery and report them to the appropriate internal contacts for follow-up.
• Participate in continuous improvement initiatives related to quality, service delivery, communication tools, and customer support processes.
• Be flexible to perform on-call duties, as required, including rotation of weekend shifts in accordance with Equipment Support hours.
• Work independently and collaboratively as part of a team in a fast-paced environment with changing time constraints.
• Perform special projects and other related duties as assigned.

Required Skills:

• High School Diploma or equivalent experience
• 2+ years of relevant work experience and customer service experience, preferably in a Call Center

This position is part of our Critical Infrastructure team.For more than 80 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in 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 what's next!Salary Range: $17.88 - $26.49This job posting is for a current addition or replacement opportunity within Parsons.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. Parsons equally employs representation at all job levels for indigenous peoples, women, individuals with disabilities, and visible minorities.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!

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