If you are a highly skilled and self-motivated technical professional looking to take your career to the next level, you’ve come to the right place. We are in search of a Technical Support Specialist to join our team and contribute to Avari’s continuing growth.

At Avari Wireless, we make the industry’s most advanced, versatile and reliable all-digital Distributed Antenna System (DAS) extending Public Safety, Land Mobile Radio and Private Network coverage indoors and outdoors in almost any environment. Our integrated digital RF distribution architecture brings intelligence to every element in the network and it is ideal for mission critical applications.

Responsibilities:

• Provide phone, email and online support to customers
• Respond to all customer enquiries in a timely, courteous and accurate manner
• Document clearly all details related to issues reported by customer
• Analyze all collected information to identify potential root cause
• Raise customer reported issues in trouble ticket system and assign to Engineering for investigation
• Update customer regularly on progress of trouble tickets
• Participate in system testing to learn and gain in-depth knowledge of company products and solutions
• Work with Engineering team to confirm root cause and devise possible solutions
• Create resolution plan identifying root cause and solutions for customer feedback
• Provide technical support to customers overseeing solution implementation
• Process all Return Merchandise Authorization (RMA) and co-ordinate with Manufacturing team for repair and product returns to customer
• Attend meetings with customers to present progress of trouble tickets / RMA
• Provide technical training to channel partners and integrators as required
• Occasional off-hour support required
• Occasional domestic and international travel

Qualifications:

· Strong analytical and presentation skills

· Good technical background and passion to build a career in the wireless industry

· Excellent interpersonal with ability to build credible relationships with cross-functional teams

· Ability to multi-task and work under pressure to meet deadlines

· Ability to build and develop relationships with customers

· Capable of working in a changing environment and willing to take responsibility for multiple functions

· 2+ years technical support experience preferably in mobile communications

· Understanding of Distributed Antenna System (DAS) applications is a plus

· Proficient in MS Word, Excel and PowerPoint

· Highly motivated and enthusiastic to learn new technology

· Excellent attention to detail

· Valuable field experience an asset

· RF Design experience an asset

Education:

· A Bachelor degree in Electrical or Electronics Engineering, IT or related discipline

Qualified industry experience will be considered

Job Types: Full-time, Permanent

Salary: From $70,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Burnaby, BC: reliably commute or plan to relocate before starting work (required)

Experience:

• Hardware Support: 2 years (required)

Work Location: Hybrid remote in Burnaby, BC

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