Technical Support Analyst

Reporting to a Technical Support Team Lead or Manager, Technical Support Analyst ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment, this opportunity is for YOU!

About the Position

What will you get to do

• Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks.
• Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
• Think outside of the box and come up with creative solutions.
• Lead with empathy, take complete ownership and show urgency when resolving technical issues.
• Concisely document software, hardware, and network information in a case management system.
• Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.
• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.
• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.

Education / Experience

• 0-2 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 4-5 years of relevant experience, additional prior vocational or technical education will be considered an asset.
• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
• Prior contact center experience in a technical support environment is considered an asset.
• Experience working in environments using the KCS Methodology is considered an asset.

Essential Skills

• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
• Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.
• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

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