Technical Support Analyst - L3 at Panasonic in Niagara-on-the-Lake

Job description

Overview WHO YOU ARE AT PANASONIC CANADA: Panasonic Canada Inc. is currently looking to hire for the position of Technical Support Analyst L3. Responds to technical escalations within the ISD Help Desk and interacts with both internal and external customers via telephone and email to provide rapid diagnosis and resolution of P1 issues in accordance with service level standards. Provides functional guidance to the Manager and/or L2 team by reviewing and accepting tickets/cases and recommending next steps or resolution when applicable. Consults with management and other departments regarding non-routine issues and complex resolutions. Participates in team-based problem resolution activities as required. Performs other duties as assigned. This is a full-time position. This position is onsite. Any office-based work will be performed from our Niagara on the Lake office. This role supports a 24/7/365 business environment and requires schedule flexibility to meet operational needs. Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency. Responsibilities WHAT YOU’LL DO: Respond to technical escalations within the ISD Help Desk, providing rapid diagnosis and resolution of P1 issues in accordance with service level standards. Interact with internal and external customers via telephone and email to troubleshoot and resolve technical issues. Provide functional guidance to the Manager and/or L2 team by reviewing tickets/cases and recommending next steps or resolutions. Consult and liaise with management, technical staff, and other departments to resolve non-routine issues and complex escalations. Participate in team meetings, problem-resolution activities, and initiatives related to non-routine issues and continuous service improvement. Participate in vendor conference calls, including discussions with senior stakeholders (e.g., CEOs, Presidents, and Directors), to provide input and clarification on resolving P1 issues. Communicate coaching and training recommendations to the Help Desk Manager and assist the Manager or L2 team as required. Maintain accurate case notes, logs, and related documentation; direct issues to the appropriate departments when necessary while maintaining detailed and current knowledge of products and services. Qualifications MUST-HAVES: A+ certification (or equivalent), customer service–related background, and 5+ years of experience in a similar role; previous Level 2 technical support experience is considered an asset. Advanced knowledge of Microsoft Office applications, including Excel, Word, and Outlook, as well as SQL. Demonstrated ability to resolve complex issues in high-pressure situations by evaluating and selecting from multiple potential solutions, including both routine and non-routine problem-solving scenarios. Builds rapport with team members and customers to effectively identify issues, gather information, and develop timely, accurate solutions; courteously exchanges factual information in customer complaint situations and effectively calms irate or stressed customers during service disruptions. Provides functional guidance to junior team members, handles escalations, promotes team-based problem resolution, and communicates coaching or development recommendations when appropriate. Communicates difficult or unfavorable information when necessary and may influence others to obtain approval for the implementation of urgent temporary solutions. WHAT YOU’LL EARN: The annual salary range for this position is $60,000 - $70,000 CAD . Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role. BENEFITS & PERKS – WHAT’S IN IT FOR YOU: Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your ph