Customer Support Hero

1 month ago

Truro, Canada Ocean Sonics Ltd Full time

Do you get energized from solving puzzles? Do you get satisfaction knowing you’ve provided people with solutions to their challenges?

**About Us**:
To succeed as the _**Customer Support Hero**_, you should be customer focused with excellent technical, organizational and record-keeping skills. You should have strong communication and interpersonal skills and should be able to keep our icListen family of hydrophone users operating in top form.

At Ocean Sonics, we are all Leaders. We are a purpose driven organization that values innovation, communication, sustainability, collaboration, and diversity to achieve more as one team, to “Give our Oceans A Voice”

**Responsibilities**:

- Manage the day-to-day operations of customer support issues
- Manage multiple projects simultaneously, including the ability to prioritize based on business needs
- Onboard new customers to provide training and share tips for optimal operations and in response to identified difficulties.
- Assess and diagnose customers technical issues. Formulate solutions and provide step-by-step instructions to resolve these issues
- Replicating technical issues to further investigate where necessary
- Engage other team members as required to resolve more complicated or non-technical issues
- Establish when an RMA is required
- Manage the RMA process from first contact with customer, to diagnosis, repair, and right through to shipment. Keep our customers informed about what is happening to their equipment
- Develop reports of repeated issues and pass to R&D
- Develop and maintain a tech reference data base of customers issues
- Maintains weekly Support KPIs
- Promote company products and services

**Qualifications**
- Degree or diploma in electrical engineering or electronics
- Minimum 1 year of experience in engineering
- Minimum 2 years’ experience in customer support
- Excellent customer service
- Think creatively and analytically.
- Inquisitive problem-solving skills
- Excellent verbal and written communication skills
- Strong leadership skills.
- Strong organizational skills.
- Adaptability and the ability to tailor technical advice based on the end-users technical abilities
- Clear communication skills
- Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel

**Compensation and Benefits Details**
- Competitive salary
- Flexible work schedule
- Health and dental insurance
- Annual Vacation
- Lots of great free trade and organic coffee
- Company social events: Summer BBQ, Christmas party, Deck BBQ, and other spontaneous gatherings
- Wonderful new building designed for a great work environment
- Culture of caring for the planet and each other

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Customer support: 2 years (required)
- Electrical engineering: 1 year (preferred)

Work Location: In person

Expected start date: 2024-06-17

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