At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.
Job Description:
We are looking for a Equipment Technical Support Specialist to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America. Reporting into the Equipment Service Manager, you will be responsible for coordinating and executing a broad range of customer service activities on the Customer Service team.
What You'll Be Doing:
- Provide senior-level technical and program support to front-line staff handling customer inquiries through telephone, email, chat, web tickets, and other support channels.
- Assist team members with complex or non-routine customer inquiries, equipment issues, and program-related questions.
- Support the Team Lead and Equipment Service Manager in maintaining a high standard of customer service across the support team.
- Review customer interactions for quality and accuracy, and share observations, trends, and opportunities for improvement with the Team Lead and Equipment Service Manager.
- Help identify recurring knowledge gaps, process issues, or training needs and communicate them to management for follow-up.
- Assist in maintaining and updating support materials, knowledge resources, reference guides, and training content as required and approved.
- Support onboarding and job shadowing activities for new and existing staff by sharing subject matter knowledge and best practices.
- Provide guidance to staff in understanding program rules, equipment processes, and established procedures.
- Assist with the preparation of call centre statistics, service level information, and operational reports, as requested.
- Support service delivery by helping respond to customer inquiries during periods of high volume or increased operational demand.
- Escalate unresolved, sensitive, or complex issues to the Team Lead and/or Equipment Service Manager as appropriate.
- Monitor for operational or system issues affecting service delivery and report them to the appropriate internal contacts for follow-up.
- Participate in continuous improvement initiatives related to quality, service delivery, communication tools, and customer support processes.
- Be flexible to perform on-call duties, as required, including rotation of weekend shifts in accordance with Equipment Support hours.
- Work independently and collaboratively as part of a team in a fast-paced environment with changing time constraints.
- Perform special projects and other related duties as assigned.
Required Skills:
- High School Diploma or equivalent experience
- 2+ years of relevant work experience and customer service experience, preferably in a Call Center
This job posting is for a current addition or replacement opportunity within Parsons.
We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Parsons equally employs representation at all job levels for indigenous peoples, women, individuals with disabilities, and visible minorities.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!
Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.
Skills Required
- High school diploma or equivalent experience
- 2+ years of relevant work experience
- Customer service experience, preferably in a call center
Parsons Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Parsons Corporation and has not been reviewed or approved by Parsons Corporation.
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Retirement Support — Retirement programs are framed as a major value driver, with an ESOP alongside a 401(k) match and additional stock-purchase options contributing meaningfully to total rewards. This structure is positioned as especially attractive for employees who value long-term wealth-building over immediate cash.
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Healthcare Strength — Health coverage is described as broad and choice-rich, with multiple plan types (PPO, HDHP, and some HMO networks) plus dental, vision, EAP, and wellness resources. The availability of different plan designs and national-carrier coverage supports varied employee needs.
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Leave & Time Off Breadth — Time-off offerings are portrayed as competitive, including PTO, holidays, flexible schedules such as a 9/80 option for eligible roles, and floating holidays in the U.S. Paid parental leave of 160 hours is also highlighted as a meaningful component of the overall package.
Parsons Corporation Insights
What We Do
Parsons is a digitally enabled solutions provider with a focus on making the world safer, smarter, healthier, more sustainable, and more connected. Founded in 1944, Parsons primarily serves the defense, security, and infrastructure markets. Uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services, the corporation delivers state-of-the-art solutions to federal, regional, and local government agencies as well as to private industrial customers worldwide. Parsons has a reputation for inclusion and diversity and has been named to the Ethisphere Institute’s list of World’s Most Ethical Companies for 10 consecutive years. Parsons facilitates a culture of innovation by encouraging collaboration among its employees and providing opportunities for career growth. With offices around the globe, people of varied talents and backgrounds, and a wide range of exciting projects, the possibilities at Parsons are endless. For more about Parsons, visit www.parsons.com. Mission: Delivering innovative infrastructure, defense, and security solutions to enable a more sustainable, safer, smarter, and more connected world.
