Real Time Networks Inc is a rapidly growing Vancouver-based company that has achieved outstanding success in the marketplace. We specialize in developing cutting-edge solutions that provide security, safety, and real-time tracking for keys and assets. Our industry-leading products, including KeyTracer key control systems and AssetTracer electronic smart lockers have solidified our position as market leaders.
Position and Scope
Reporting to the Manager, Customer Support, this position will be the first point of contact for our customers,
addressing their inquiries and concerns. The Customer Support Technician position has lots to offer including
opportunities for growth and advancement, exposure to hi-tech products, IT, and product development. Our
ideal candidate is customer-centric who prides themselves on exceptional customer service and is technically
savvy with a knack for problem solving.
Responsibilities
- Act as the first point of contact via phone and email for customers. Assist customers with first level
technical support and customer service-related issues via phone, video, and email.
- Build strong customer relationships by addressing complaints, proposing effective solutions, and
recommending proactive and preventative maintenance.
- Manage tickets and queue to ensure timely responses to customers in alignment with Service Level
Agreements (SLAs).
- Develop and maintain documentation and Standard Operating Procedures.
- Conduct hands on troubleshooting, device testing, and product setup and installation.
- Work closely with other departments to meet service and customer objectives, as well as project timelines.
- Capable of quickly learning new software, hardware, and related concepts.
What you bring
- You have a technical aptitude and a comprehensive understanding of IT and Network related
- You are proficient in troubleshooting low voltage electronics and skilled in using tools like soldering irons,
hand and power tools, and electronic voltmeters.
- You are a critical thinker, adept at problem-solving, and can prioritize critical issues.
- You are fluent in English and have exceptional communication skills.
- You can effectively communicate and connect with customers and provide top-notch customer service in a
professional manner.
- You have excellent writing and reporting skills, with a keen attention to detail when updating tickets.
- Project management or planning experience an asset
- You can work independently whilst also collaborating with team members.
- You have a flexible and dynamic personality with a “Can Do” attitude.
Education and Experience
- Post-secondary education, preferably in an IT, Electronics, or related discipline.
- Minimum 2 years of Customer Service experience, preferably supporting external customers.
- Fluent in French is considered an asset.
Transportation/Travel Information
- This role may require occasional travel to customer sites.
- Ability to travel within Canada/US/International is considered an asset.
- Clean driving record and ability to rent a car is considered an asset.
Location
- Port Coquitlam, BC. Hybrid work option available
Start Date
- ASAP
Salary Range
- $50-$60k
What we offer
- A competitive salary commensurate with experience and education
- A comprehensive benefits program including extended medical and group insurance
- RRSP matching and bonus eligibly after probationary period
- Education Assistance benefits
To apply
- Please submit your application online or forward your resume and cover letter to
contact@realtimeworks.com with Delivery Technician in the subject line.
- Real Time Networks thanks all applicants for their interest and advises that only those selected for
interview will be contacted. No phone calls please.
