Technical Support Representative
Matrox Graphics

 
Position Overview
handshake logo Permanent Full Time
location icon Dorval, Quebec

Job Title: Technical Support Representative
Category: Technical Support
 

Description

Matrox Graphics is a global leader in AV/IT technology, offering world-renowned hardware and software products for Original equipment manufacturers, value-added channel partners, and end users. Our award-winning portfolio of product is synonymous with quality, performance, support, and partnership.

Our clients depend on a problem free, reliable computer system. Should a technical issue occur, or should a client need assistance, this is where you will excel. Being a member of our technical support team requires that you be a dynamic, energetic, and friendly individual. In a position where you will be dealing directly with our clients, you will learn the skill sets required to resolve issues in a professional and accurate manner. Part of this essential skill set is the knowledge of the inner workings for a computer system that you will learn as you gain experience within the position and create successful professional relationships.

Important: This is not a call center. This is a support center for professionals in hardware and software technologies for AV/IT technologies.

As a Technical Support Representative, your responsibilities will include, but not limited to:

  • Strive towards resolving the hardware or software problems of our clients and resellersas quickly and efficiently as possible;
  • Troubleshooting via telephone, e-mail and user forums;
  • Be responsible for determining if a product is defective (approve RMA request);
  • Document all client interactions using a database in order to maintain a history of our clients and their problems;
  • Gather data on each client during your interaction using a pre-defined template;
  • Escalate unresolved cases to your Supervisor/Manager.

Qualifications:


  • DEC or AEC in Computer Science, Software quality or in a related field;
  • Knowledge of hardware with some knowledge of software environment;
  • Previous technical support experience, customer service and computer hardware experience would be considered as assets;
  • No prior experience is required, but is an asset; training will be provided;
  • Knowledge of Linux would be considered an asset;
  • Excellent English communication skills with knowledge of written and spoken French;
  • Speaking one of the following is an asset; German, Spanish, Chinese, Japanese;
  • Solid written and verbal communication skills, strong interpersonal skills, and an orientation toward providing excellent service are required;
  • The workweek is 37.5h a week, due to the nature of the work, the ideal candidate should be flexible to work weekdays shift coverage from 7:30 am EST to 6:00 pm EST.


As a new member of our team, you will be given the opportunity and tools to be successful in a challenging yet rewarding position.

Our benefits plan and work environment aim to provide our employees with a healthy balance and quality of work life. We offer:

  • Group insurance plan;
  • Training and tuition reimbursement;
  • On site access to sports and recreational facilities (gym, pool, basketball courts, hockey rink, yoga classes, walking trails);
  • Fully-stocked cafeteria and access to BBQs and terrace;
  • On site, company-subsidized daycare and camp programs;
  • Flexible working schedule and summer hours;
  • Free and abundant onsite parking; access to forthcoming REM line.


Going the "extra mile" is not only a given, it is standard for our team.


Submit Application

Interested in the job? Find out if you are qualified for this position at Matrox by submitting your resume. Please include a cover letter and a copy of your transcripts. You can also send us your resume by mail or fax.

 
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Other information
 

Matrox is an equal opportunity employer dedicated to affirmative action and workforce diversity.