Technical Support Specialist

3 weeks ago

Toronto, Canada Vivid Machines Full time

**Technical** **Support Specialist**

**Bring the Future to Fruit Farming.**

Vivid Machines is an innovative venture back-ed start-up that helps fruit farmers produce more food and less waste with our proprietary sensor and computer vision system. We are extremely passionate about supporting growers with the tools they need, as we continue pursuing our dream of taking farming to new heights.

We are searching for a friendly and highly analytical Technical Support Specialist to join our Customer Success team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires.

**Why our teammates love working here**

You can’t build out the future of fruit farming without getting your hands on the latest and greatest computer vision and AI technology. At Vivid Machines, you are embarking on a journey that will evolve an entire industry, and our drive to make this vision a reality is unstoppable. Vivid Machines began transforming AgTech in rural Ontario and is now expanding its reach to farmers in the US, Chile, and New Zealand.

You collaborate with great minds in the pursuit of excellence.

The only thing greater than the innovative products at Vivid Machines is its people. You are an expert in your trade, alongside your team. Vivid Machines employees are born leaders fueled by passion and the desire to help change the world for the better. While you will enjoy the occasional good escape room, farm retreat or Wordle challenge, it’s the clarity of your purpose that brings you closer to your colleagues.

You share daring ideas that will become state-of-the-art products.

Vivid Machines combines the speed of a scrappy start-up with the level of knowledge you’d only find in a corporate C-Suite. Here, you are free to bring new and bold ideas to the table. You can experiment and iterate to perfection without having to worry about being bogged down by pending approvals, pointless meetings, or slow turnaround times. You are here because you are motivated, curious, and therefore trusted to help create a product that goes on to make agricultural history.

**Perks** and benefits**
- You will be offered competitive compensation and benefits
- 4 weeks of paid vacation, and we’ll encourage you to take it

**What **You’ll** Be Doing**
- Take inbound support messages and calls, providing the best service for our customers
- Document solutions to common and complex issues, resulting in customer-facing knowledge articles
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Follow up with customers to ensure resolution and maintain satisfaction
- Collaborate with engineering & dev teams as necessary for issue resolution and product improvements
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Familiarizing yourself with new products and services as they are introduced.
- Providing training to new customer success agents.
- Travel to customer sites to provide training and hands on support
- Maintain records of customer interactions, transactions, and comments
- Create and maintain customer accounts

**What You Bring**
- At least 2 years of experience in technical support and troubleshooting for software/hardware products
- Experience working with farmers, and agriculture is an asset
- Experience building great relationships with customers is an asset (retail/customer service/call centre/hospitality)
- Ability to work in a fast-paced environment
- Excellent problem-solving and analytical skills with high attention to detail
- Strong customer focus with the ability to translate technical concepts into easy to follow instructions
- Strong verbal and written communication skills with the ability to empathize and put the customer at ease
- Practical experience with help desk software, such as Zendesk, and CRM software, such as Hubspot may be required.
- Previous experience in a customer service role is preferred.
- The ability to respond appropriately under pressure.
- A positive attitude and the ability to build relationships with clients.
- The flexibility to work irregular hours, when required.
- Superb written and verbal communication skills.
- Strong problem-solving and conflict-resolution skills
- Excellent time management skills and ability to multitask
- Positive and professional attitude
- A valid driver’s license and passport

**Great to Have**
- A degree in electrical, mechanical, or other engineering
- Experience with basic coding
- Experience with data dashboards such as Tableau or Power BI

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