Call Center Hardware Support Agent

Résumé du poste

The agent will diagnose and troubleshoot hardware and firmware issues for clients via phone and email while maintaining accurate records in the CRM system. They will also coordinate with field engineers and ensure all service calls are resolved within established service level agreements.

Détails du poste

Ready to take the next step in your career? Join a global company shaping the future with technology that drives lasting impact. Hypertec is seeking a Call Center Hardware Support Agent to join our Call Center team in Montreal. If you are motivated, collaborative, and aligned with our values, we would love to hear from you. We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do: * Innovation * Trust * Entrepreneurship * Customer Focus What You’ll Be Contributing: * Diagnose and troubleshoot hardware issues (including firmware) reported by the client (by Email/ Phone/ Other); * Provides responsive, timely support to all of hardware and configuration problems escalated to the team; * Act as point of contact for server, desktop, and laptop support and troubleshooting for the client company; * Perform complex problem investigation and resolution identifying hardware and software problems; * Log into the telephone system, adhering to the defined schedule; * Respond to all requests (by Email/Phone/Other) from our customers; * Process requests for service with in SLA while documenting all relevant details in the CRM Ticket system; * Coordinate with Field Engineer (FE) during onsite visits; * Secure and dispatch required parts for Service Cases; * Provide superior customer service to all our customers while remaining courteous and professional; * Follow up on service calls and keep them up-to-date at all times (respecting SLA); * Ensure that service calls are escalated to the incident manager when not meeting SLA; * What Sets You Apart: * High School Diploma or Technical Diploma (DEC or AEC); * CompTIA A+ is an asset; * Experience in a similar role or field (Call Center, Customer Service, Technical Support); * Minimum of 6 months experience with PC and Server hardware components; * Previous computer diagnostic and technical support experience is preferred; * Basic computer skills, including Microsoft Office programs; * Strong hardware troubleshooting skills; * Good knowledge of motherboards, CPUs, GPUs, RAMs, PSUs, Hard disk drives, NICs, RAID, Active/passive cooling solutions, ; * Strong interpersonal skills and ability to interact effectively with diverse populations; * Excellent organizational and time management skills; * High degree of self-motivation and ability to work with minimum supervision; * Ability to work a flexible schedule. What’s In it For You: * Hybrid work model (3 days a week in office), supported by competitive benefits. * Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs. * Health Spending Account (HSA). * Employer-matched RRSP Program. * Paid Floater Days. * Our head office will soon relocate to a new, state-of-the-art facility in LaSalle, near the Lachine Canal. Designed to set new standards in sustainability, it reflects our commitment to responsible growth and innovation. Immerse Yourself in the Hypertec Journey: You think you are the right candidate for this role? We can’t wait to meet you! We look beyond the CV to discover real potential. Hit “Apply” and let’s discover it together! About Hypertec Founded in 1984, Hypertec empowers innovators to push boundaries and lead their industries through transformative technology. Through our five divisions—High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries. Recognized globally for innovation and sustainability, including our revolutionary immersion-born servers, we continue to deliver technology that makes a lasting difference. Learn more at www.hypertec.com [http://www.hypertec.com] Hypertec is an equal opportunity employer. Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic. #LI-JJ1

Ce que vous ferez

The agent will diagnose and troubleshoot hardware and firmware issues for clients via phone and email while maintaining accurate records in the CRM system. They will also coordinate with field engineers and ensure all service calls are resolved within established service level agreements.

Exigences

Candidates must possess a high school or technical diploma and at least 6 months of experience with PC and server hardware components. Strong interpersonal skills, hardware troubleshooting proficiency, and the ability to work a flexible schedule are required.

Avantages

• Comprehensive health benefits • Health spending account • Employer-matched RRSP program • Paid floater days

Compétences indiquées

• Service à la clientèle · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Hardware troubleshooting
• Firmware diagnostics
• Server support
• Desktop support
• Laptop support
• Customer service
• Technical support
• CRM ticket system
• Motherboard knowledge
• CPU knowledge
• GPU knowledge
• RAM knowledge
• PSU knowledge
• Hard disk drive knowledge
• NIC knowledge
• RAID
• Hardware Troubleshooting
• Hardware Components
• Self-Motivation
• Artificial Intelligence
• Customer Relationship Management
• Call Center Experience
• Customer Service
• CompTIA A+
• Computer Literacy
• Network Interface Controllers
• Hard Disk Drives
• Financial Services
• Firmware
• Innovation
• Interpersonal Communications
• Microsoft Office
• Time Management
• Troubleshooting (Problem Solving)
• Reliability Availability Maintainability And Safety Software

Domaines d’emploi

• Customer Service & Support
• Technology
• Engineering
• Hardware Support Specialist
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives