Tracesafe Technologies Canada Inc. Looking for Information Systems Manager at Vancouver, BC Full Time

The Opportunity

We’ve developed a highly customizable, secure, privacy-first cloud platform and product ecosystem and have already implemented it successfully around the world. Our unique, proprietary ecosystem enables IoT solutions without the need for apps or end-user mobile phones.

Backed by investment capital, we’re responding to market interest and investing heavily in building out our teams across all departments. We’re currently looking for an Information Systems Manager to join our Global Customer Success team.

We’re primarily looking for someone who is an enthusiastic, thoughtful, and highly motivated problem solver that is passionate about creating an innovative customer experience and building strong relationships with our customers. This position plays a crucial part in the overall online customer experience the company offers.

In this role, you will be the first point of contact for our customers and engage with them on phone and email as it relates to technical queries related to our solutions. You’ll have the opportunity to work both independently and as part of a larger support team.
Responsibilities

• Develop a deep understanding of TraceSafe products and software to help customers troubleshoot and navigate through processes and bugs by phone and/or email
• Recruit, train, and supervise a technical support team responsible for resolving software, network, and information system issues with clients
• Recruit, train, and supervise analysts and associates and oversee their professional development and training
• Develop and implement operational technical policies, manuals, and user guides for electronic data processing and computer systems development and operations
• Meet with clients to discuss system requirements, specifications, costs, and timelines
• Design, execute and provide feedback on Quality and User Acceptance testing for new products focusing on both hardware and software
• Take ownership of anything from small technical issues to escalated software bugs and solve for the customer from beginning to end
• Meet individual metrics for case volume, availability, and customer satisfaction
• Delight customers during every service interaction
• Collect and analyze feedback after completing the customer inquiries
• Report customer complaints and escalate issues when necessary to prevent potential churn
• Relay universal product flaws and failures to engineering and product development teams
• Solve for the customer’s problem, not for your own convenience
• Willingness to work flexible hours including weekends, holidays, and events

Education

• University Degree in Engineering, Computer Science, Science, and/or Business

Experience

• Minimum 5 years of Technical experience with Bluetooth technology as it relates to hardware and software implementations; and
• Minimum 5 years of Client experience with international companies and/or government entities; and
• Minimum 5 years of Information Systems Management experience.

Skills

• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Strong data analytics skills using programming skills such as Python or SQL
• Strong knowledge of Bluetooth or BLE technology
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently
• Ability to use a desktop computer system
• Familiarity with Microsoft Office, Chrome, Internet Explorer, and other internet browsers
• Excellent typing skills
• Demonstrates ability to navigate websites, email applications
• Ability to successfully adapt to changes in the work environment
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Maintain regular and reliable attendance, including the daily schedule as assigned
• Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Action-oriented and self-disciplined
• Ability to maintain composure in highly escalating situations
• Comfortable in a multi-tasking, high energy
• Creative and analytical problem solvers with a passion for excellent customer service

Job Types: Full-time, Permanent

Salary: $90,000.00-$110,000.00 per year

Benefits:

• Dental care
• Extended health care
• Vision care

Schedule:

Education:

• Bachelor’s Degree (required)

Experience:

• Information Technology: 5 years (required)

Application deadline: 2022-03-01