Employment + Education Centre Looking for Customer Support Specialist Tier 1 at Brockville, ON Full Time

Novaflow Systems is a market leader in producing highly customized, state-of-the-art gravimetric dispensing solutions for the ink, printing, packaging, paint, and healthcare industries, and many niche industries since 1994. Located in Brockville, Ontario and acquired in 2017 by Corob S.p.A., headquartered in San Felice Italy, Novaflow is part of a truly global organization which sells, manufactures, and services both industrial and point-of-sale machines in virtually all markets. Novaflow has seen continued growth as we expand beyond North America into international markets, resulting in an expanding customer base. We are seeking applicants to join our customer support team as a Tier 1 customer support specialist. Summary of the Position Reporting to the Customer Support Team Lead, the Tier 1 specialist’s primary role will be intake and logging of customer issues, provide entry-level troubleshooting, and coordinate with the support team to elevate and resolve issues in a timely manner. The Tier 1 support specialist will also participate in maintaining and revising documentation and training information for Novaflow’ s custom-built dispensing solutions. The successful candidate will have a strong focus on customer service with an attention to detail. Multitasking and time management skills are essential to ensure customer issues are resolved in a timely manner. This is not a call center position. Key Responsibilities and Duties • Respond to and log customer support requests submitted by phone, email, or live-chat from Novaflow customers throughout North America. • As the initial point of contact, you will also provide entry-level troubleshooting of both hardware and software issues associated with our custom dispensing solutions. • Provide excellent customer service, ensuring support cases are logged accurately and resolved in a timely manner. • Coordinate with the support team and the engineering department to escalate support case to provide timely bug fixes or mechanical/pneumatic solutions to customer issues.

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• Provide entry-level training for our custom Novaflow software and provide insights on how customers can integrate Novaflow into their existing processes. • Assist in developing and maintaining training materials for both our software and hardware solutions. Essential Skills & Education • Post-secondary accreditation in applicable fields or equivalent experience. • Strong customer service and communication skills in English; multilingual considered an asset. • Time management skills and ability to complete tasks in a timely manner. • Adept in the use of the full suite of Microsoft Office applications. • Familiarity with computer architecture, MS Windows, networking. Beneficial Additional Skills & Experience • Familiarity with TSQL and MS SQL Server. • Familiarity with electro-pneumatics, fluid dynamics. • Customer support experience. • Mechanical aptitude and troubleshooting skills. • Working knowledge of software programming and methodologies. • Experience working with and supporting a manufacturing environment. • Networking and IT related knowledge. Benefits

• Dental care

• Extended health care

• RRSP matching

• On-site parking

Job Types: Full-time, Permanent

Salary: $40,000.00-$50,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• RRSP match

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift
• No weekends

Work Location: In person