Customer Experience Lead

3 weeks ago

Cobourg, Canada OptiSolve Ltd. Full time

**Company Description**:
Optisolve® is a technology company focused on environmental health & safety and optimizing hygiene outcomes. Leveraging more than 60 years of successful business in the cleaning and disinfection industry, we recognized that looking at a surface and checking off a box was not enough to validate cleanliness. Today, we are redefining environmental surveillance by using our passion for innovation to create sustainable solutions for clean, healthy, and safe spaces.

Our powerful Pathfinder surface imaging technology allows facility managers and cleaning teams to assess surfaces for contamination, visually detest any risks, and fine-tune their cleaning practices for improvement environmental monitoring, health and safety assurance, and facility performance.

Our SAVI® software is a cloud-based management system that allows facility teams to plan, conduct, track and report site assessments regarding cleaning quality, surface cleaning validation and environmental monitoring and audit. Using evidence-based feedback gathered in SAVI®, managers can design and implement proactive and preventative cleaning protocols and processes.

Optisolve’s current product offerings are noted above. Our Research & Development is also actively pursuing new updates that will expand our service and offerings. With increasing awareness of infection prevention and the demand for cleanliness validation, we are accelerating quickly and excited to grow our team.

**Opportunity Overview**:
Optisolve is currently seeking a Customer Experience Lead, who will be reporting directly to the Chief Technology Officer (CTO). We are looking for a dynamic and diligent individual to join our growing team and step up our customer onboarding process.

**Position Profile**:
**General Job Description Summary**:
The Customer Experience Lead’s primary purpose is, but not limited to, providing first-level IT technical support (customer-facing) on Optisolve technology, systems, and its infrastructure. This role includes responsibility for providing the training and live demonstrations; quarterbacking customer onboarding; and developing, automating, and documenting step by step onboarding process and system implementation for different segment of customers. For existing customers and distribution partners, this role includes but is not limited to manage ongoing training / help desk activities and resolve first level technical issues via phone, web, and where applicable in-person site visits. Developing and continuous improvement of the product, systems, and support materials for successful customer onboarding and support will be key deliverables. The goal is to create a seamless, automated, and scalable process for new customers, including clear step-by-step instructions on system implementation, and to maximize ongoing customer support and improvements for customer retention.

**Key Responsibilities**:
Support for all software and hardware that is operational at Optisolve.
- Customer presentation(s) and demonstration of the live system to onboarding customers (online /onsite).
- Develop documentation and implement process blueprints to automate customer onboard process.
- Create customer onboarding and training, including updates on LMS/knowledge base sites and documentation.
- Review, monitor, and assist new customer system set-up, including SAVI data management and reporting.
- Establish and continuously improve assessment libraries for different customer types based on industry best practices
- Support customers including implementation, administration, monitoring, training, testing, change management of the Optisolve software and hardware.
- Maintain Help desk ticketing software and infrastructure, ensure all issues and incidents are resolved against SLAs.
- Provide assistance to other Optisolve team and select distribution partner members.
- Create documentation and process documentation to support business units, including internal system documentation and end-user training documentation.
- Manage personal IT workload including escalation of any issues and ensuring deadlines are met.
- Maintain working knowledge of new product and service technologies.
- Contribute to new procedures that work towards the continuous improvement.
- Participate in the development, implementation, installation, and testing of product hardware and software.
- Other duties as assigned.

**Experience and Skills**:

- Minimum 3 years working in a related field/comparable position
- High-level problem-solving skills with an analytical and logical approach
- Experience with incident troubleshooting, escalation, and recording notes in helpdesk ticketing software
- Strong knowledge of hardware and software support methodologies, including setup and installations
- Ability to work independently and within a team
- Ability to maintain a persistent, dedicated, and "can-do" attitude under pressure
- Experience supporting business users in a fast-paced envir

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