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Posted On Jun 18

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Technical Support Specialist

MetOcean Telematics

Location : REMOTE

Headquarters : Canada

Hiring Mode : Full Time

Experience : Mid Level

Job Description
Dartmouth, NS
Remote
Full-time, Permanent

Our mission is to connect the world without limits. We ensure critical data is transmitted, received, and processed in the fastest and most reliable manner possible anywhere in the world. We value collaboration, innovation, achievement, and connection. We are a growing organization and looking for talented individuals to join our growing team.

Role:

Reporting to the Technical Support Manager, the Technical Support Specialist will be an integral member of the MetOcean Telematics (MetOcean) team. Working with all departments to ensure quality support MetOcean's high-value products and services. All achieved by providing a complete range of pre- and post-sales technical support to the company's sales staff and/or customers. This includes technical assistance, consultation, demonstrations, and training as required.

You will have the opportunity to grow and learn in a culture that encourages your development. We support an inclusive environment that values diverse talent, backgrounds, and experiences.

Responsibilities include, but are not limited to:

  • Respond to customer queries regarding simple to moderately complex software/hardware problems. Determine the nature and likely causes of the problem and recommend corrective action.
  • Follow-up with customers as required, ensuring problems are resolved or recommending alternate workflows to guarantee customer satisfaction.
  • Liaise with product specialists in other departments to obtain answers to urgent or complex problems.
  • Troubleshoot and perform real-time problem solving.
  • Become a subject matter expert on Company products.
  • Collaborate with the sales and production teams in the facilitation of the product service and repair processes.
  • Assist or lead the development of product presentations and pre-scripted demonstrations in support of trade shows and product rollouts.
  • Assist Sales with the administrative aspects of our Iridium and Web platforms with respect to managing customer accounts.
  • Provide feedback to the Product Management and Engineering departments on product capabilities and shortcomings about customer expectations.
  • Provide detailed feedback/reports of Product issues to the attention of the Quality dept. for further investigation.
  • Document and enter customer support interactions into Company CRM.

What you'll bring:

  • Accuracy and attention to detail
  • Organization and time management skills
  • Aptitude and educational background to understand the full breadth of the company's products and services.
  • Strong communication and presentation skills.
  • Able to demonstrate products remotely, using both telephone and/or the internet.
  • Self-sufficiency and can perform necessary tasks with minimal supervision.
  • Comfort in interacting directly with existing and potential customers.
  • Experience with Salesforce considered an asset.
  • Speaks, reads, and writes English fluently. Conversational Spanish is an asset.
  • International travel may be required.
  • University Degree/College Diploma in Computer Science, Engineering, or a combination of education, training and/or experience.
  • 3-5 years related experience in a technical support role.
  • Experience working with data telemetry paths including satellite, cellular and IT networks would be an asset.
  • SQL experience an asset.

Perks:

  • Employer RRSP matching of 4%
  • 100% Employer paid group benefits
  • Corporate gym membership rate
  • Generous vacation + personal day policies + paid time off over the holidays
  • Training and development
  • Monthly team building activities

About MetOcean Telematics

MetOcean Telematics is one of Nova Scotia's and Atlantic Canada's Small & Medium Top Employer!

We are leaders in Satellite IoT enabled solutions and we design and manufacture right here in Dartmouth, NS. We are a global provider of innovating full spectrum telemetry products, options, and solutions for environment, marine, defence and security clients.

Our mission is to connect the world without limits. We ensure critical data is transmitted, received, and processed in the fastest and most reliable manner possible anywhere in the world. We value collaboration, innovation, achievement, and connection. We are a growing organization and looking for talented individuals to join our growing team.

Every Voice Matters

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or anything else that makes us different.

MetOcean Telematics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Are you interested?

If this sounds like an opportunity you would like to explore, please submit a resume and a brief explanation on how your experience makes a good match for this role with Technical Support Specialist as the subject line to HR@metocean.com

Check us out https://www.metocean.com/

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