Support Analyst

PNI Digital Media is lookng for Support Analyst to join their Vancouver team. 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