Customer Technical Support Analyst

Company Description

VenueVision is a leading provider of innovative solutions designed to enhance customer experience and streamline dealership operations. With cutting-edge technology and industry expertise, VenueVision offers tools like Digital Menu Boards, autoTEXT messaging, MobileCashier for express payments, and Shuttle Tracker for GPS vehicle management. These solutions enable dealerships to improve customer communication, satisfaction, and productivity. VenueVision has a strong reputation for delivering dealership-specific services that modernize operations and improve the overall customer journey.

Role Description

This is a full-time, on-site role in Oakville, ON for a Customer Technical Support Analyst. The role will involve providing technical support to customers, troubleshooting software and hardware issues, and ensuring a high standard of customer satisfaction. Additional responsibilities include diagnosing technical issues, assisting customers in resolving their concerns, and collaborating with the internal team to deliver effective solutions. The successful candidate will also provide guidance to dealerships on optimizing their use of VenueVision tools to enhance functionality and service quality.

Qualifications

• Strong skills in Customer Support, with a focus on ensuring Customer Satisfaction
• Demonstrated capability in providing Technical Support and Troubleshooting assistance
• Excellent Analytical Skills to diagnose and solve complex issues effectively
• Effective communication and interpersonal skills for engaging with clients and team members
• Technical experience in SaaS products or dealership-related technology is a plus
• Ability to work both independently and collaboratively in a dynamic, on-site environment
• Post-secondary education in Computer Science, IT, or related fields is preferred

Overview

Venue Vision is looking for a Customer Technical Support Analyst to join the Customer Success Specialist Team to focus on ensuring customers get the most value from our suite of offerings, including our SaaS solutions and Digital Signage system. The specialist role will be responsible for building relationships with our customers, addressing technical support concerns, and proactively communicating opportunities for account growth. You will become an important member of the core team and will play a crucial role in ensuring the smooth operation of our customer base, helping them achieve their goals with the products. If you are a proactive problem solver with a passion for technology, we want to hear from you.

Key Responsibilities & Job Requirements:

• Monitoring Customer Activity: Track customer activity related to the product or service to identify potential issues or opportunities.
• Onboarding and Support: Guide customers through onboarding, implementation, and training, ensuring they understand how to use the product effectively.
• Problem Solving: Proactively address customer concerns and work to resolve issues, often collaborating with the Customer Success Manager.
• Building and Maintaining Relationships: establish and nurture relationships with assigned customers.
• Identifying Upsell/Cross-sell Opportunities: Identify ways to increase customer satisfaction and engagement, potentially leading to increased revenue through upselling or cross-selling.

· Communication: Maintain clear and efficient communication with customers, both internally and externally.

· Product Knowledge: Become a strong user of all VenueVision software solutions, acting as a key product knowledge resource to both external and internal audiences.

SaaS solutions support to clients:

· Provide technical support to end-users, including diagnosing and resolving software issues.

· Work closely with all cross-functional teams to carry out the daily responsibilities needed to provide top-notch software, digital solutions and services to VenueVision clients.

Digital signage support to clients:

• Maintain adequate inventory of approved PC’s and Media Players to supply and/or replace client equipment as required.
• Prepare and configure new PC’s and media players for shipment to VenueVision digital signage solutions clients as needed.
• Manage Log-Me-In account and licenses, adding or deleting devices to optimize the service and minimize costs.
• Daily monitoring of client PC’s and media players to proactively identify offline devices and engage with clients to resolve.
• Provide end user with hardware and software support for PC's, TV's, media players and network equipment as necessary by phone, email, web-conference and periodically, in-person.
• Assess and estimate client PC’s, media players and comms gear as necessary and provide accurate quotations for upgrades or replacements.
• Troubleshoot client technical issues, diagnose and resolve hardware and software issues by phone, email and chat.
• Ensure all helpdesk calls are properly logged into Service Desk software and followed up in a timely manner to completion.
• Stay abreast of and evaluate new technologies that might further enhance the company’s offering.

Onboarding requirements:

· Review new client agreements and make all necessary set up preparations for onboarding.

· Understanding the customer's context and goals and then offering product information to best suit those goals.

· Organize client onboarding sessions, product tours, corporate presentations, and product demonstrations.

· Educating clients and improving their product setup to ensure speedy success.

· Eliminating barriers to customers' goals, such as product difficulties, bad implementation, support issues, customer knowledge gaps, or just a lack of product understanding.

· Assisting customer support team with their difficulties and requests.

· Providing resources to assist clients discover best practices for achieving their goals faster and more efficiently.

Required Qualifications:

· Bachelor’s degree in computer science, Information Technology, or relevant certifications (e.g., CompTIA A+, Network+, Security+).

· JavaScript experience or knowledge preferred.

· Proven experience in IT support and administration.

· Proficiency in operating systems (e.g., Windows, Linux) and software applications.

· Familiarity with networking concepts and protocols.

· Strong problem-solving skills and the ability to work independently and in a team.

· Excellent communication and interpersonal skills.