Technical Support Agent

OUR COMPANY

Hikvision is a world leading AIoT solution provider with video as its core competency, and manufactures an extensive suite of comprehensive products and solutions for a broad range of vertical markets.

As a full service, end-to-end security solutions provider, Hikvision Canada Inc. employs a number of experienced professionals across the country. Offices which include state of the art customer experience showrooms, are located in Toronto, Vancouver, and Montreal. As industry experts with a team approach, Hikvision brings innovative technologies to the market, working alongside partners through the entire business cycle. Hikvision is dedicated to supporting the needs of customers and remaining a trusted advisor to partners.

POSITION SUMMARY

The Technical Support Agent will assist clients with the installation and troubleshooting of primarily Hikvision products, which include, but are not limited to, video recorders, cameras, networking peripherals, software applications, and other physical security products. This is typically conducted over phone, email, specialized support platforms, and remote desktop tools. Hands-on product testing and training are often required. IP networking is a primary aspect.

PRIMARY JOB FUNCTIONS

• Provide courteous and professional service over communication mediums such as phone, email, web, and other electronic platforms.
• Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use Hikvision products.
• Analyze and identify source of problems through troubleshooting with the client and advise resolutions.
• Ensure electronic records are created and updated for all customer communications and escalations.
• Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements.
• Receive training from Product Support Team and ensure knowledge is learned and test completed
• Practice through hands-on product testing, with the opportunity to create training materials for both external and internal trainings.

ESSENTIAL QUALIFICATIONS

• Must be bilingual (English and French)
• 1 to 3 years of technical support experience
• Basic computer skills including experience with network IP addressing
• Eligible to work in Canada

PREFERRED QUALIFICATIONS

• Technical diploma, Undergraduate or college degree related to IT, Engineering or Computer Science other technology fields
• Call center or technical support experience
• Practical knowledge of Security Systems including analog Digital Video Recorders (DVR) and analog cameras, Encoders / Decoders, Network Video Recorders (NVR) and IP cameras
• Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers (Internet Explorer, Firefox, Safari)
• Experience with remote connectivity software
• Proficient with Apple computers (Apple hardware, OS, iOS)
• Good interpersonal skills, able to manage customer attitudes and emotions.
• Logical thinker, good analytical and problem solving skills
• Interest in up-to-date technology trends

The above position description identifies the essential job functions and skills needed by the person or persons assigned to this position. These job functions and skills are not intended to be a complete and inclusive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The information contained herein is subject to change at the discretion of the Company.