Technical Support Advisor

Requisition ID: 891189
Store #: EC0301 HW - Ops and Cust Svc -HWLONG
Position:Full-Time
Total Rewards: Benefits/Incentive Information
Recognized as an industry leader in assistive technology, HumanWare's mission is to develop solutions that enable people living with a visual impairment and vision loss to develop their potential and maintain their autonomy From electronic magnifiers to talking GPS to braille devices, our products have helped more than a million people worldwide to see things differently and gain independence. With over 150 employees, our multidisciplinary approach is supported by our teams in electronics, mechanical and software engineering, operations management, manufacturing and logistics, sales and marketing, customer experience and administration. Founded in 1988, HumanWare is a Canadian company with international reach, and has been part of the EssilorLuxottica group since 2013. Looking to make a difference? HumanWare is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn! MAJOR DUTIES AND RESPONSIBILITIES

• Provide technical support on HumanWare products and technologies for customers and partners;
• Resolve customer questions or problems received in the areas of product functionality and bugs/enhancements;
• Keep customers informed of how and when problems are resolved;
• Responsible for ownership of issue to resolution and escalation as needed;
• Complete detailed documentation of all customer and partner interactions as well as RMA transactions in the system;
• Contribute technical tips to customers, distributors and sales staff as required;
• Transfer customer feedback to appropriate staff;
• Test and evaluate new products and software versions as needed;
• Attend training opportunities as needed to keep skill set current;
• Promote and maintain a high quality, professional, service-oriented company image among users.

BASIC QUALIFICATIONS

• Degree in Computer Sciences or equivalent is an asset;
• At least 2 years of experience with technical products;

PREFERRED QUALIFICATIONS

• Excellent oral and written communication skills in English;
• Knowledge of CRM systems, an asset;
• Willing to work on different shifts;
• Strong interest in technologies;
• Customer service oriented;
• Excellent problem-solving skills;
• Organized with excellent follow-through skills to closely track customer issues;
• Punctuality and responsibility with a strong work ethic.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.