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Panasonic Connect North America · 12 hours ago

Technical Support Specialist- Level 2

Leawood, KS

Full-time

Onsite

Mid Level

$21/hr - $23/hr

Panasonic Connect North America is seeking a Technical Support Specialist- Level 2 to join their team of Call Center Agents. This role involves managing Help Desk inquiries and ensuring that end users effectively utilize Clearview, while also providing top-notch customer service and support.

Electrical & Electronic Manufacturing

No H1B

Responsibilities

Daily management of Help Desk Ticket system, ensuring all processes and guidelines are followed, and that new tickets are handled consistently with historical tickets to maintain quality control

Prioritizing tickets for the Code Gnomes maintenance team

Overseeing the L2 tickets queue and escalating issues as they arise

Monitoring tickets and feedback for developing issues or trends

Handling escalated calls from customers and vendors

Managing correspondence with 3rd party vendors for support-related issues, including regular reports and status updates as well as ad hoc

Conducting regular supplier audits

Attending customer meetings as required

Evaluating existing processes for efficiency and effectiveness, and making recommendations for improvement where needed

Continually assessing the Help Desk team’s knowledge (individually and as a group) to identify gaps, deficiencies, and training opportunities; liaising with Training department as appropriate to address these opportunities through documentation, training sessions, or other means

Monitoring incoming call volume and queues

Attending daily stand-ups and/or other internal meetings as needed as a representative of the Help Desk

Acting as a Subject Matter Expert for Clearview to answer questions and provide support to the Help Desk team as needed

Thoroughly troubleshooting a wide variety of escalated tickets

Placing outbound calls to customers to provide updates and follow-up

Executing on special projects as needed

Qualification

Clearview knowledgeCustomer service experienceTechnical troubleshootingBilingual in FrenchActive listening skillsGeneral computer skillsCommunicationProblem-solving skillsOrganizational skillsInterpersonal skills

Required

Available to work anytime between the hours of 8am-9pm M-F, and 8am-6pm S-S. Evening and weekend shifts are scheduled on a rotating basis

Previous customer service experience required

Professional in all internal and external interactions

Comfortable using technology and learning new software applications

A motivated self-starter who can identify opportunities for improvement and implement plans under the direction of the Call Center Supervisor

A logical thinker who utilizes available resources

A creative problem-solver

Organized and able to manage competing priorities

Approachable and able to build good rapport with the Help Desk team and with customers

An excellent communicator (written and oral), who can effectively present complex information in a clear and understandable fashion

Above-average technical knowledge of Clearview and QSS processes

Strong active listening skills

Good general computer and internet skills

Strong attention to detail

Outstanding interpersonal skills, with emphasis on customer focus, teamwork, and relationship-building

Preferred

Bi-lingual in French is preferred

Benefits

Health Benefits - Medical, dental, and vision.

Voluntary Benefits - Life, accident, critical illness, disability, and pet insurance.

Panasonic Retirement Savings & Investment Plan (PRSIP) - 401(k) plan with company matching contributions.

Paid Time-Off Benefits - PTO, holidays, and volunteering (company sponsored events)

Health Management and Wellbeing Programs - EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.