We support our customers completely, we accomplish great things as a team, we are passionate about enabling a cleaner future for everyone, we act like owners, diversity in all that we do is our strength, success comes because we are great learners, we are persistent and forthright and realistic, and our optimistic nature allows us to take on any challenge.
In this role, you will:
Engage with Customer Success and Field Operations representatives to obtain a clear understanding of the issue as necessary
Triage the issues to determine if the cause is HW or software
Investigate to identify the root cause and resolve the issue
Where necessary, escalate issues internally to engineering and follow-up to ensure adherence to service standards
Work with Level I support (Customer Success and Field Operations) and provide guidance on the implementation of remedial measures
Create and improve customer and Level 1 support documentation.
Work with the manufacturing team on RMAs where necessary
Own and manage the Customer Success Service Desk
Own and manage the customer service process: refine and maintain existing customer support procedures, create and implement necessary tools
Ensure issues resolution respects prescribed service standards
Track and analyze issues and their nature and trends, and prepare reports for senior management
Provide feedback to technical development and operations groups to support resolution of systemic issues
Support the international expansion of the Customer Service team: train, guide and work with Customer Service teams in geographies outside of Canada and North America more broadly
Skills & Experience:
Ability to work in Canada
The team-oriented player with demonstrated ability to work independently and under pressure
Good listening and people skills
Ability to empathize with end-user needs and experience
A passion for customer service and product quality
An understanding of agriculture/horticulture is considered an asset
Ability to work on multiple issues with competing deadlines at the same time
2+ years of experience in a Technical Support Engineer role, Software Development Engineer or Software Developer in test.
Meticulous and thorough attention to detail
Experience working with the Atlassian product suite, especially Jira and Confluence
Experience working with ERM systems, knowledge of Odoo considered an asset
Bachelor’s Degree in Computing Science, Computer Engineering, Electrical Engineering or a related technical field
Strong programming/scripting in test automation domain (Python, JS, C/C++)
Experience with at least one script automation framework
Working knowledge of AWS cloud services
Working knowledge of computer, device, internet networking
Experience with source control tools (Git)
Experience with relational and non-relational database systems
What we Offer at Ecoation
An opportunity to work in a growing company pioneering the agricultural tech industry
Competitive salary, benefits, and a very accommodative vacation policy
An environment where you can learn and grow your talent to its fullest potential
Join a team of talented individuals who are passionate about food and making a better future
Ecoation is an equal opportunity employer.
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