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Technical Product Specialist

https://www.randstad.com Logo

Randstad

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Location:
Canada , Markham

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a dedicated and highly skilled Technical Product Specialist to join the team. This full-time, hybrid position (2 days in-office per week in Markham) is ideal for a motivated professional with a passion for customer support and a strong technical background. You will play a crucial role in directly supporting our clients' success by troubleshooting, resolving complex issues, and enhancing their experience with our products. The ideal candidate will have the ability to quickly adapt to new technologies, including PVX Plus programming and related languages, and provide exceptional support in a fast-paced environment. This position is well-suited for individuals who are self-motivated, dependable, and thrive in problem-solving roles, with a focus on continuous learning and growth. You will also participate in an on-call rotation for emergency weekend support.

Job Responsibility:

  • Troubleshooting & Issue Resolution: Use your technical expertise to troubleshoot client issues, including activations, installations, printing problems, networking, hardware, and connectivity issues, ensuring timely resolutions
  • Escalation Point: Serve as a Tier 2 escalation point for the frontline support team, managing complex technical issues and guiding them to resolution
  • Client Liaison: Act as the primary point of contact between clients and the internal team, ensuring clear communication and high levels of client satisfaction
  • Collaboration: Work with cross-functional teams to expedite issue resolutions and deliver comprehensive solutions to clients
  • Client Communication: Keep clients informed of the status and progression of their issues through timely follow-ups and clear communication
  • Support Testing: Assist with testing and validating product features, ensuring that they meet high-quality standards and functional expectations
  • Afterhours Support: Participate in the after-hours rotation, providing ongoing technical support as required to maintain uninterrupted client service
  • Continuous Improvement: Stay current with product updates, new technologies, and industry trends, continually improving your skillset to better support our clients

Requirements:

  • Networking Experience: Proven experience in networking
  • Windows Server/Device Troubleshooting: Ability to troubleshoot Windows server, devices, printers, and firewalls
  • Development Experience: Some development experience with older languages for ERP systems (e.g., Basic, PVX, Pascal). Web development experience is not applicable
  • Payment Processing Experience: Experience with payment processing (e.g., Stripe, Shift4, Elavon, Freedom Pay, Moneris) as well as device installation and troubleshooting
  • Technical Systems Proficiency: Experience with Citrix, terminal services, and Windows server/workstations
  • POS Experience: Familiarity with Point of Sale (POS) systems
  • Years of Experience: 2+ years of experience in a technical support role, with a focus on troubleshooting and resolving client issues, including working with internal support teams
  • Operating Systems: Proficient in working with current, supported Windows operating systems, including Windows 10, Windows 11, and Server versions (e.g., Windows Server 2016, 2019, 2022)
  • Customer Service: 2-3 years of experience in customer service, with the ability to communicate technical concepts clearly to non-technical users
  • Multi-tasking & Prioritization: Ability to manage multiple tasks efficiently in a fast-paced environment, ensuring deadlines are met
  • Detail-Oriented: Strong attention to detail and an ability to prioritize and manage tasks effectively
  • Team Collaboration: A strong team player who can also take personal responsibility for resolving issues and contributing to team success
  • Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain complex technical issues in a professional manner
  • Educational Background: A college or university degree is preferred. An Accounting degree or relevant experience is beneficial
  • Flexibility: Ability to work shifts from 8 AM EST to 8 PM EST and participate in the after-hours support rotation
What we offer:
  • You will be part of a dynamic, high-growth team committed to delivering excellent products and services to our clients
  • You will have ample opportunities for career growth in a collaborative, fast-paced work environment

Additional Information:

Job Posted:
December 14, 2025

Expiration:
December 29, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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