Technical Helpdesk Analyst L2

at  Panasonic Canada Inc

PANASONIC CANADA INC.

For over 100 years, Panasonic has been committed to enhancing the well-being of people, communities, and society. Our technologies and solutions have been developed with one aim in mind: to enrich our lives and make life better – simpler, healthier, safer, more enjoyable, and more sustainable. Panasonic Canada Inc. (PCI) is a leading technology provider to businesses, government agencies and consumers across the region. The company leverages its strengths in Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains and Connected Solutions to provide lifestyle solutions to consumers as well as secure and resilient integrated solutions for B2B and B2G customers. We are proud to be recognized as one of Greater Toronto’s Top Employers for 2020, 2021 and 2022. Come join our journey.

• KPI Supervision: Monitors wallboard to ensure agent productivity and service level are met, answer calls when wait times or call volumes reach certain levels. Review various queues in salesforce to ensure calls are addressed in a timely manner and by priority. Assign short term projects around escalated issues and handle front line calls when required. Offers functional guidance to junior agents, consults management on more serious issues. Handles customer escalations.
• Seeks assistance from other departments to obtain resolution for escalation complaints. Refer customers to online tools or manuals, technical or sales staff. Escalate Customer issues to next level of support, Advanced product support, Field Service, Management, etc. as required. Participates in team resolution/root cause of non-routine issues or initiatives. Initiates Customer call back protocols as required.
• Agent Support: Assists agents through phone and email to resolve front line calls / escalations. Prepares and maintains training FAQ’s, and other training documentation/best practices that will assist in faster acclamation of new agents. Provides input into junior agent performance evaluations.
• Team meetings: Participates in team meetings for resolution of non-routine issues or initiatives. Offers suggestions for team improvement. Liaises with management, sales, or technical staff to resolve non-routine elements or issues.
• Email Support: Resolves vendor manager emails, agent support emails / questions in a timely manner.