A CAREER WITH THE TRAFFIC
COUNTING EXPERTS

TECHNICAL SUPPORT

Being one of the main leaders in people counting solutions in Canada and the United States, Axper’s client base continues to grow globally. Our customer tracking system was developed by a team of professional engineers using the best technologies currently available on the market.

Axper has been able to demonstrate to their clients that the people counting solutions they propose are the most innovative and efficient to date and are aimed at businesses of all sizes.

At Axper, our employees are a top priority. It’s the main reason why we aim to offer ideal working conditions that will allow you to develop your skills and to fulfill your ambitions.

If you want to contribute to the success of our organization, we are looking for you!

SUMMARY

Under the authority of the Customer Service Supervisor, the incumbent will answer customer technical questions related to AXPER products. With its specialized knowledge, he provides personalized assistance to customers. He also determines the customer’s needs and helps solve problems.

 RESPONSABILITIES

• Respond to all customer inquiries, by phone or email, in a courteous and professional manner;
• Interact with customers to provide and process information in response to inquiries, concerns, and issues;
• Accurately process and record call transactions;
• Respond to client technical inquiries as per existing technical charts;
• Monitor ticket queues and provide service or transfer when necessary;
• Diagnose and resolve technical issues. Answer customer according to the objectives of the customer service department;
• Create, document, and refer issues and problems in accordance with ticketing standards and SLA’s;
• Share information with R&D department to find the best solutions in order to satisfy all customers

SKILLS

• Strong Customer Service orientation;
• Strong oral and written communication skills (technical and non-technical);
• Proven diagnostic and problem-solving skills;
• Decision-making abilities;
• Planning, organizational and priority management skills;
• Ability to learn and follow service standards and guidelines;
• Experience working in a team-oriented, collaborative environment;
• Ability to adapt to change.

PROFILE

• Perfect English, oral and written
• DEC, DEP, AEC, in electronic, software/network administrator or related discipline.

BENEFITS

• Salary based on experience
• Health insurances
• Medical program
• RRSP with contribution from employer
• Gym, game room, cafeteria and terrasse
• Employees / family activities

HELP DESK ASSISTANT

Being one of the main leaders in people counting solutions in Canada and the United States, Axper’s client base continues to grow globally. Our customer tracking system was developed by a team of professional engineers using the best technologies currently available on the market.

Axper has been able to demonstrate to their clients that the people counting solutions they propose are the most innovative and efficient to date and are aimed at businesses of all sizes.

At Axper, our employees are a top priority. It’s the main reason why we aim to offer ideal working conditions that will allow you to develop your skills and to fulfill your ambitions.

If you want to contribute to the success of our organization, we are looking for you!

Help Desk Assistant 

The Help desk assitant is responsible for retrieving calls from the support services queue, and entering the information into our ticketing database. The person must be able to use analytical skills to decipher trends from the calls and forward the information to the right personnel.

The person entitled must be able to denote critical issues from calls and escalate it to the manager and supervisor if required. He also helps the department by retrieving 100% of calls coming into the queue. A function of the position also includes researching existing tickets and the status on those tickets, commenting as needed and escalating to the correct personnel.

The coordinator will also assist the supervisor and manager with updating the resources workload and incidents escalation flow.  A keen ability to observe is needed to identify trends and Global Issues.  Once one has been identified and it is believed to be a wide-spread issue, and alert must be given to the supervisor and manager immediately so investigation towards a resolution may begin.  When time permits, the coordinator will also do some resolution for Level 1 Incidents.

 RESPONSABILITIES

Act as the single point of contact to the customer for all types of service requests

• Ensure maximum utilization of resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources on the dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

SKILLS

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key Support Agent for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Sound judgement and critical thinking
• Self-motivated with the ability to work in a fast-moving environment

PROFILE

• Perfect English, oral and written
• DEC, DEP, AEC, in electronic, software/network administrator or related discipline.

BENEFITS

• Salary based on experience
• Health insurances
• Medical program
• RRSP with contribution from employer
• Gym, game room, cafeteria and terrasse
• Employees / family activities

EUROPE: TECHNICAL SUPPORT

Axper has developed one of the best systems for analyzing performance and monitoring customer behavior in stores. Axper’s technology tools are used by the largest retailers in the world. Axper has been able to demonstrate to their clients that the people counting solutions they propose are the most innovative and efficient and are aimed at businesses of all sizes.

Axper manages to remain one of the leading leaders in its field in Canada and the United States by hiring the best resources, experienced and passionate people. In a business sector where technological innovation is the cornerstone of our success, each of our employees is expected to make a real difference within the company.

At Axper, we ensure that you realize your full potential. We offer you coaching, unique benefits and regular activities for you and your family to help you balance work and pleasure.

Be part of a team motivated by the success of everyone.

Axper Europe is looking for a Level 1-2 technical support technician for a permanent position. This position provides a first point of contact for end-users requiring support on deployed technologies within the retail industry.

RESPONSABILITIES

• Respond to all customer inquiries in a courteous and professional manner.
• Answer commonly asked questions to define issues and problems.
• Act as first line analyst for service request tickets following established protocols.
• Create, document, and refer issues and problems in accordance with ticketing standards and SLA’s.
• Monitor ticket queues and provide service or transfer when necessary.
• Provide basic level desktop/technical support.
• Assist with the installation of the systems.
• Assist with basic support of deployed software and hardware.
• Adhere to departmental policies for reporting and managing requests.

QUALIFICATIONS AND SKILLS

• College degree in electronic, software/network administrator or related discipline
• Good knowledge of:
• 1. TCP/IP network
  2. Wi-Fi network
  3. SQL programming language is an asset
• Very Good knowledge (Expert) :
• 1. MS Office suite (Word, Excel, Outlook)
  2. MS SharePoint
  3. Windows CRM is an asset
• Knowledge of routers, hubs, switches, and cabling.
• Perfect English, oral and written.
• Excellent customer service, interpersonal skills and telephone etiquette.
• Ability to learn and follow service standards and guidelines.
• Strong oral and written communication skills (technical and non-technical).
• Experience working in a team-oriented, collaborative environment.
• Ability to understand organization’s goals and objectives.
• Ability to multi-task.
• Commitment to continuous personal and professional growth.

CHARACTERISTICS OF THE POSITION:

• Based in Annecy (France)
• In charge of English speaking clients
• Travel in Europe
• Permanent and full time
• Competitive salary based on experience, plus benefits
• 35-hour week schedule from 9h am to 17h pm
• Starting date: immediate