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 L2 TECHNICAL 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:

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- Innovation

- Trust

- Entrepreneurship

- Customer Focus

What You’ll Be Contributing:

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- Log into the telephone system, adhering to a defined schedule;

- Assist L1agents with escalations and technical questions;

- Escalate complex/high priority problems to the appropriate escalation groups for resolution;

- Provide technical coaching and training;

- Respond to all requests (by email/phone/other) from colleagues and customers;

- Provide superior customer service to all our customers while remaining courteous and professional;

- Process requests for service within SLAs, while documenting all relevant details in the CRM ticket system;

- Diagnose and troubleshoot issues reported by the client (by email/phone/other);

- Provide technical support for hardware problems;

- Prepare Statements of Work (SOWs) needed for field engineer (FE) to resolve issues;

- Secure and dispatch required parts to the field engineer (FE);





- Follow upon service calls and keep them up-to-date at all times (respecting SLAs);

- Keep the customer informed of the progress of their tickets;

- Ensure that service calls are escalated to the incident manager when not meeting SLAs;

- Respect company guidelines for planned and unplanned absences;

- Produce reports upon request.

What Sets You Apart: (3-4 bullet points)

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- Possess College diploma or Technical Studies diploma (DEP) in related discipline;

- Robust verbal and written communication skills;

- Strong interpersonal skills and ability to interact effectively with diverse populations;

- Excellentorganizational and time management skills;

- High degree of self-motivation and ability to work with minimum supervision;

- Experience with PC and Server hardware components;

- CompTIA A+ Certification is an asset;

- Previous computer diagnostic and technical support is a strong asset;

- Possess basic computer skills, including Microsoft Office programs.

What’s In it For You:

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- Hybrid work model for certain job categories, 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 sustaina

📌 Field Technical Support Agent At Assa Abloy (Laval)
🏢 Assa Abloy
📍 Laval