Technical Support Specialist (Phone)

Reporting to the Customer Experience Manager, the Technical Support Specialist provides second-line support following the initial triage performed by the Customer Contact Specialist. They are responsible for analyzing, diagnosing, and attempting to remotely resolve technical issues with TOMRA automated recovery systems. Their primary goal is to resolve the issue over the phone before dispatching a technician to the site, thereby helping to reduce travel, optimize productivity, and improve the remote resolution rate.

Monday through Thursday, 7:30 a.m. to 6:00 p.m. / Located in Baie-d’Urfé-Hybride / 40 hours per week / Salary based on experience

Responsibilities

Analyze technical support requests escalated by the contact center and attempt to resolve them remotely via phone support and remote diagnostic tools;

Review the history of calls and service calls to identify probable causes and make a preliminary diagnosis;

Properly coordinate on-site interventions when remote resolution is not possible;

Provide second-level technical support to in-house technicians and assist customers with troubleshooting;

Create, classify, and fully track rework orders, while rigorously documenting technical observations and recommendations;

Help reduce recurring calls by sharing repetitive cases and suggesting improvements to guides and reference materials;

Contribute to continuous improvement by updating knowledge bases and supporting the development of internal technical training programs.

Requirements

A vocational or college diploma in a technical field, or equivalent experience;

MAt least one (1) year of experience in telephone technical support, technical customer service, or a similar role (experience in second-line support is a plus);

A solid understanding of mechanical and electromechanical principles, with the ability to interpret diagrams and technical data;

Proficiency in computer software and call management systems (IFS, Excel, Outlook, Teams, and SharePoint);

Working knowledge of English is required to provide support in North America;

Ability to work under pressure, manage multiple tasks simultaneously, and provide high-quality customer service, with a strong focus on problem-solving and collaboration.

*Any combination of experience and degree will be considered.

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