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Technical Support Specialist
Dartmouth, Nova Scotia
MetOcean Telematics / Contributing to the worldwide effort to better understand, assess, monitor, and connect our planet.
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 and Responsibilities
We are seeking a full-time Technical Support Specialist.
Reporting to the Technical Support Manager, the Technical Support Specialist will be an integral member of the MetOcean Telematics 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.
Required Skills and Experience
- 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.
- 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.
Education:
- University Degree/College Diploma in Computer Science, Engineering, or a combination of education, training and/or experience.
About MetOcean Telematics
MetOcean Telematics is one of Nova Scotia’s and Atlantic Canada’s Small & Medium Top Employers!
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.
Check us out https://www.metocean.com/
How to Apply
To apply please send your resume and cover letter to: [email protected]
No phone calls, no unsolicited third-party recruiters, or agencies, please.
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.
