Customer Technical Support
2 weeks ago
Located in downtown Ottawa, Raven Connected is an innovative automotive video telematics hardware and software company. We're a small, talented group dedicated to advancing fleet management and leading edge automotive video technology. We are looking for an eager, personable and well-spoken individual to lead our customer support efforts.
**Key Responsibilities**:
- As first contact with the public you'll be providing Raven support services across our products: Raven device, Mobile apps (iOS & Android) and Web app. This covers everything from installation & account creation to feature walk-thrus and trouble-shooting issues
- Leverage CRM tools (Zendesk) to manage support tickets and front-facing support materials
- Create and track support related metrics and KPIs
- Support QA as needed with testing of bug fixes and new features
- Reporting on end-user issues, feature requests and customer feedback
- Respond to customer questions related to online purchases
- Assist customers to make warranty claims; answer customer questions and assist in processing of return of products
- Supporting the sales team with product demo and support presentations
**Natural fit if you have**:
- Great written and verbal communication skills (English & French)
- Confident on customer support calls and in all other customer interactions
- Able to manage challenging customer service scenarios
- Interest in gaining sales support experience and opportunities for inside sales advancement
**What makes you stand out?**
- Previous experience working in customer/sales support
- Experience providing technical support for hardware devices and software
- Some degree of QA/software development experience
- Openness to learning development skills related to improving customer support
**Perks**:
- Office gym and showers
- Weekly team lunch
- Comprehensive benefits package
- Modern downtown office space with parking
Schedule:
- Monday to Friday
Application question(s):
- You confirm that you are fully bilingual English/French.
- You confirm that you available to work onsite in Downtown Ottawa at this time.
- You confirm that you have experience as a Customer Technical Support prime.
Work Location: In person
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