INVIXIUM is seeking an experienced Technical Support Specialist to join our Technical Services team. In this role, you will provide level-I hands on support to our internal and external customers to ensure zero in-field downtime.
Invixium provides an end-to-end access control, workforce management and health screening solution using touchless biometrics. Our devices capture accurate data which is used to perform intelligent analytics and generate meaningful, user-friendly dashboards to help businesses of all sizes become more healthy, productive, and secure. We are looking for someone curious, driven, and passionate to join our team and help us continue innovating in the biometric security space.
Under the supervision of the Manager/Supervisor or Lead, Technical Services, the duties, and responsibilities of the Level-I Technical Support Specialist include:
- Qualify customer’s eligibility for support and document product issues.
- Educate customers about ticket flow and steps to problem resolution. Seek feedback and communicate through ranks for improvements that would result in a delightful customer experience.
- Perform technical diagnostics and troubleshooting (desktop and remote) for product and systems issues.
- Ensure clear communication with internal and external customers, as well as adherence to defined procedures, policies, and best practices.
- Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time.
- Test various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
- Provide input towards implementing policies to ensure quality, timely and efficient design of customer-oriented services.
- Audit customer accounts to ensure accuracy of information.
- Attend operations/production meetings with management and follow work schedules and other assignments.
- University Degree, preferably in electronics or a related field.
- Minimum 2 – 3 years of experience in a supervisory role in Technical Support.
- Experience with agent-based software & ERP such as Service Cloud, Infor Visual.
- Knowledge in electrical or mechanical fields.
- Extensive customer facing experience.
- Strong continuous improvement mindset and leadership skills.
- Demonstrated experience with knowledge base management and/or call center management.
- Good administrative skills.
- Excellent written and verbal communication skills.
- Strong customer service background.
- Ability to work independently.
- Project management skills.
- Willingness and ability to quickly learn new technical skills.
- Strong work ethic and housekeeping habits.
- Ability to prioritize work activities based upon fiscal impact to desired business goals.
- Proficiency with computer applications.
- Positive attitude: you are punctual, flexible, and adaptable.
- Bachelor’s Degree in electronics or a related field.
More About Us:
Headquartered in Toronto, Canada, with presence in India, Middle East, UK, USA, Latin America and Africa, Invixium manufactures touchless biometric security solutions utilizing face recognition for access control, workforce management and smart building automation. Our fully integrated hardware and software solution provides meaningful analytics to enterprises and industries for increased health, safety, productivity, and security. With 1000s of products sold in over 60 countries and deployments at major enterprises and industries across a broad spectrum of verticals, Invixium strives to provide industry-leading biometric solutions that are not only visually stunning, but also intuitive for ease of use and install. We have a team of 70 employees, all of whom have unbelievable stories of passion, grit, living on the edge and a ridiculously +ive attitude.
We promise transparency, competitive salaries, a health package, and an office environment where employees are surrounded by creative, empowered, and highly energetic people. It’s the perfect time to join us. As we scale to the next level as a company, we are excited to see our employees grow with us.
