technical support representative

*About Genuine Supply Source Inc.*

Genuine Supply Source Inc. is Canada?s leading wholesaler of imaging supplies (Toner and Ink). We pride ourselves on delivering top-tier products, exceptional customer service, and reliable technical expertise to our dealer network across the country.

We are currently seeking a motivated, organized, and customer-focused *Technical Support Representative* to join our growing team.

*Position Summary*

As a Technical Support Representative, you will serve as the primary technical point of contact for our customers. You will troubleshoot product questions, manage product returns and credits, and work directly with our manufacturing partners to track product quality and performance. The ideal candidate thrives in a fast-paced environment, possesses strong communication skills, and brings a sharp eye for detail.

*Key Responsibilities*

• *Customer & Technical Support:* Address incoming customer technical inquiries, troubleshoot product performance issues (toner, ink), and provide accurate, friendly solutions in a timely manner.
• *Returns & Credit Processing:* Manage the end-to-end Return Merchandise Authorization (RMA) process, inspect/verify returned items, and issue accurate customer credits.
• *Product Performance Monitoring:* Track quality trends, analyze defect reports, and maintain active communication with manufacturing partners to resolve quality issues and drive product improvements.
• *Accountability & Documentation:* Maintain detailed records of support tickets, warranty claims, and technical communications within our database.

*Qualifications & Skills*

• *Experience:* Previous experience in a customer service or technical support role is preferred.
• *Industry Knowledge:* Direct experience working with printers, copiers, or imaging consumables (ink and toner) is strongly preferred.
• *Education:* Post-secondary education (diploma or degree) preferred, or equivalent practical experience.
• *Soft Skills:* Exceptional organizational abilities, outstanding attention to detail, and a warm, customer-first attitude.
• *Communication:* Excellent written and verbal communication skills in English (bilingual French/English is an asset).
• *Technical Aptitude:* Ability to learn technical product specifications quickly and guide non-technical customers through basic troubleshooting.
• *ERP Experience:* Familiarity with NetSuite ERP software considered an asset.

*What We Offer*

• Competitive compensation matched to your experience.
• Comprehensive benefits package.
• A supportive, professional, and collaborative work environment with an industry leader.

Pay: $45,000.00-$50,000.00 per year

Benefits:

• Casual dress
• Dental care
• On-site parking

Work Location: In person