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Product Support Technician

3 months ago

Calgary, Alberta, Canada AFTI WatchDog Full time
Salary:

Product Support Technician / Specialist

Are you ready to revolutionize the world of well-site monitoring? Join our dynamic tech firm as a Product Support Technician / Specialist and become the go-to expert for our cutting-edge WatchDog solution. We're seeking passionate individuals who thrive on providing exceptional support and are eager to make a tangible impact in the oil and gas industry.

As a Product Support Technician / Specialist, you'll play a pivotal role in ensuring our clients maximize the potential of their WatchDog systems. From configuring to troubleshooting, your expertise will be instrumental in delivering top-notch customer support.

What You'll Do:

Front-line Support (90%):

  • Assist clients in configuring their WatchDog systems, ensuring seamless integration.
  • Be the friendly voice on the other end of the line, providing prompt and accurate solutions via phone and email.
  • Master the art of troubleshooting, diagnosing and resolving technical issues with finesse.
  • Oversee the RMA process, ensuring swift resolution of hardware concerns.
  • Empower clients by guiding them through report generation and understanding complex applications.
  • Collaborate with Tier 2 support to tackle escalated issues swiftly.
  • Dive into our tech ecosystem, utilizing tools like K9, Hubspot, and Jira to streamline processes.
  • Meet SLAs consistently, responding to inquiries within 2 business hours during weekdays and 4 business hours on weekends.
  • Elevate our customer feedback game, striving for 80% positive feedback on completed surveys.
  • Showcase your multitasking prowess by efficiently managing diverse tasks while meeting goals.
  • Foster positive team relationships internally and externally, embodying our collaborative spirit.

Documentation & Collaboration (10%):

  • Keep meticulous case logs and contribute to our knowledge base for continuous improvement.
  • Stay ahead of the curve by actively participating in product release processes and educational sessions.

Qualifications:

  • 3+ years of previous hardware & software technical support experience.
  • University Certificate or Diploma in Electrical Technology or Computer Sciences preferred.
  • Stellar verbal and written communication skills with an eye for detail.
  • Proven ability to work independently and meet deadlines.
  • Proficiency in Microsoft Office suite and experience with ticket systems like Hubspot.
  • Eagerness to learn and adapt to new technologies.
  • Bonus points for oil & gas industry knowledge.

Why Join Us?

  • Be at the forefront of innovation in well-site monitoring technology.
  • Work alongside a passionate team dedicated to excellence.
  • Continuous learning and development opportunities.
  • Competitive compensation package with attractive benefits.
  • Lots of fun company events
  • Snack Bar – who doesn't love a fully stocked drink & snack bar
  • RRSP Program
  • Flexible work environment

Ready to embark on a journey of innovation and excellence? Apply now and be part of our mission to redefine the future of the oil and gas industry with AFTIWatchDog