Customer Excellence Agent - Tier 1 Tech Support

Who we are searching for:

As our Bilingual Tier 1 Customer Care Representative you will find yourself among like minded peers, poised to provide superior customer support. You are an evangelist of the user experience, and are tech savvy with a passion for sharing your aptitude while delivering outstanding support. As the Bilingual Tier 1 Customer Care Representative, you will be our advocate for key customer service initiatives.

Must be willing to work after-hours support shift as required. Current hours of operation are from Mon-Friday 8am-9pm, Saturday from 10am-6pm and Sunday/Holidays from 10am-4pm. Please note that we anticipate on becoming a 24/7 customer care center in the near future.


Your role at IMS:

Handle all customer support issues through current support channels

Provide timely responses to customers and other support case owners

Escalate cases and communicate appropriately

Assist Quality Assurance as required in trouble-shooting and validation

Assist with field trials/testing

Maintain complete, current issue tracking and support documentation (FAQs, etc.)

Ability to hold the philosophy that customers and their satisfaction come first

Aptitude to handle additional tasks and schedules that may be assigned from time to time


Skills you bring to IMS:

Proven successful customer support experience/superior customer service representation

Assertive with previous experience using a call-tracking systems

The ability to handle customers in a professional and tactful manner

Excellent communications skills, both written and verbal

Strong decision making skills with the ability to timely troubleshoot customer issues

Excellent interpersonal, detail oriented and multi-tasking skills

Must be willing to work assigned rotational shifts


Why Join IMS?

An innovative technology leader that is pursuing aggressive market growth.

A company committed to your personal and professional development and growth within the organization.

Comprehensive benefits (health, dental, vision care, RRSP, and employee assistance program), with no waiting period. Goodlife Fitness membership discount and more.

Industry-competitive salary, vacation and flexible work hours.

State of the art facility with free parking, close to walking trails, shopping, restaurants and summer outdoor markets.

Comfortable employee lounge, game room and gym on site

Free daily snacks provided

Paid day off for full-time employees in recognition of their birthday each year

Optional summer hours (compressed work-week) during the months of July and August

Time off to volunteer

Multi-tiered Rewards and Recognition Program, including manager nominated and peer to peer awards


Intelligent Mechatronic Systems Inc. (IMS) is a leader in Connected Car™ technology that enables drivers to be safer, smarter and greener.   We are a privately held technology company founded in 1999 and based in Waterloo, Ontario, Canada – the heart of Canada’s Technology Triangle.  Our unique approach of converging in-car infotainment, automotive telematics and wireless technology has resulted in an impressive range of solutions. From insurance and government, to fleets and everyday drivers, our technology revolutionizes industries.


Direct applications only – no recruitment agencies please.


At IMS, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. IMS offers accommodation for applicants with disabilities as part of its recruitment process.  If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.