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 candidate to join our team as an Equipment Technical Support Specialist in our Smart Vehicle Solutions Equipment Support group located in Markham, Ontario. Our team has been in place for more than 20 years assisting the public, vehicle owners, vehicle operators, and inspection centres across North America. Parsons is currently seeking a full-time associate to provide equipment technical support. If you excel working in a team environment, relish the opportunity to learn new skills and enjoys problem solving, we want to hear from you. Equipment Technical Support duties will include: Handling Program inquiries via telephone calls, emails, web-tickets, video calls and chat interactions from the public and Inspections Centre representatives. Acting as the first point of contact for assistance with policy/program information, equipment ordering and other general inquiries. Fostering relationships with Inspections Centre representatives. Handling sensitive and complex issues in a timely and accurate manner. Demonstrate ability to qualify an issue, troubleshoot and if needed transfer to the appropriate support team for resolution. Interact and liaise with internal and external departments to review and resolve customer concerns. Proactively manage key performance indicators and meet service levels for support response time on calls, chats, emails, and video conference. Achieve Quality Assurance targets. Work with minimal supervision within departmental defined procedures. Work independently and as part of a team, with changing time constraints. Proactively call out to customers when needed for service-related matters. Participate in special projects and perform other duties as required. Qualifications: Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred. Pleasant telephone manner; excellent written and verbal communication skills Strong problem solving, decision making and negotiating skills. Ability to handle challenging situations by exhibiting composure and empathy. Excellent English written and verbal communication skills Strong PC skills, knowledge of MS Office Suite (Word, Excel, PowerPoint etc.). Ability to multitask, quickly adapt to new information and procedures. Strong analytical and mechanical/technical aptitude. Pleasant telephone manner. Must be willing to work a 40hr/week shift, Hours of Operation: Monday to Friday 8.00 AM to 6:00 PM; Saturday 9.00 AM to 3:00 PM with the occasional Sunday Pass a Criminal Record and Judicial Matters Check. 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 - $26.49 This 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! Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.

Provide technical support for equipment via phone, email, and chat while acting as the primary point of contact for customers. Manage service inquiries, troubleshoot issues, and ensure key performance indicators and quality assurance targets are met.

Requires at least two years of customer service experience, preferably in a call center or automotive environment. Candidates must possess strong technical aptitude, excellent communication skills, and proficiency in MS Office.

• Health insurance • Vision insurance • Dental insurance • Employer paid provincial care premiums • Defined Contribution Pension Plan • Tax-Free Savings Account • Registered Retirement Savings Plan • Life insurance • Paid time off • Sick leave • Gym membership discounts

• Customer servicePreferred
• Problem solvingPreferred
• adaptabilityPreferred
• Decision MakingPreferred
• NegotiationPreferred
• TroubleshootingPreferred
• MultitaskingPreferred
• Data entryPreferred
• Communication SkillsPreferred
• Technical SupportPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical support
• Troubleshooting
• Problem solving
• Communication skills
• MS Office Suite
• Analytical skills
• Mechanical aptitude
• Multitasking
• Relationship management
• Call center operations
• Data entry
• Decision making
• Negotiation
• Adaptability
• Empathy
• Composure
• Time Off Management
• Resilience
• Microsoft Excel
• Technical Support
• Automotive Industry
• Decision Making
• Customer Service
• Economic Growth
• English Language
• Leadership
• Imagination
• Innovation
• Problem Solving
• Key Performance Indicators (KPIs)
• Microsoft Office
• Microsoft PowerPoint
• Quality Assurance
• Time Management
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Video Conferencing
• Technical Acumen

• Customer Service & Support
• Technology
• Engineering
• Transportation
• Administrative
• Equipment Support Technician
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week