Support Analyst

PNI Digital Media is lookng for Support Analyst to join the team for a 6 month contract. 


The Support Analyst leverages their technical support expertise for supporting, and maintaining PNI's retail locations in both a Tier 1 and Tier 2/3 capacity.

Key Accountabilities: 

  • Working within a team as first point of contact for all of PNI's supported retail locations by phone and email inquiries in a timely and professional manner
  • Responds to hardware, software and connectivity issues across all of PNI's supported locations
  • Provides live monitoring of order statuses for all PNI retailers using available tools
  • Provides live monitoring of lab connectivity statuses for all supported PNI retailers using available tools
  • Manages critical issue escalation using defined 911/912 escalation protocol. This includes the creation and assignment of critical issues internally as well as notification to external stakeholders
  • Provides monitoring of daily vendor reports and order threshold metrics, which includes communicating with PNI vendors to ensure retailer SLS are being met
  • Assists in repairing orders in error status and escalation to order support team
  • Provides hardware and website support during role out of all new locations which includes the setup of the location and routing rules in our backend systems
  • Provides tracking for all inbound issues using a ticketing system that contains issue categories, issue details, assigned to, time issue was opened, store location, etc.
  • Acts as a Tier 2/3 escalation point for supported PNI retailers
  • Tracks bugs / issues and their fixes
  • Consults with others at PNI to solve problems when required


  • Minimum 1 year of experience in call centre environment (customer service)
  • Excellent communication skills (verbal and written).
  • Fluent in English a must. A second language (French) an asset
  • Understanding of general networking, email, remote desktop connections, Windows Operating Systems and Microsoft Office
  • Availability between 6:00am PT and 9:00pm PT - 7 days a week.
  • Skilled in applying problem-solving techniques
  • Multi-tasking capabilities
  • General understanding of photography/image files is considered an asset but not a must