Customer Technical Support Representative
3 months ago
**We create powerful, simple and reliable technology for demanding divers.**
We are a world leader in the design and manufacture of computers for all types of divers, offering products which are powerful, simple, and reliable. We take pride in our corporate culture of high energy excellence, with self-managed professionals who thrive in delivering results, and welcome team players to join us in our journey
**We provide** a culture that embraces innovation, passion, and performance excellence. We are growing fast and offer professional growth opportunities and a dynamic, informal, and engaging workplace. Join our team and enjoy an inspiring environment where challenging and interesting work is part of daily life. We live our brand and being located on the BC coast where we have the Pacific Ocean on our doorstep, we regularly enjoy staff dives using our tech in the local waterways.
**Customer Technical Support Rep**
A Customer Technical Support Representative at Shearwater is tasked with providing top quality care and information to both end users and shops to ensure we meet our brand promise: Powerful, Simple, Reliable. Work with a dedicated customer support team, including other support agents, sales reps and our service centre network to solve customer problems questions, general inquiries, repairs logistics, processing and payments
**Key Responsibilities**:
**Technical Customer Service Enquiries**
- Create repairs tickets and manage them through the service & shipping process in Shearwater. Helping customers with basic shipping logistics (e.g., UPS, FedEx, DHL) when necessary.
- Create basic Sales Orders and manage them with support from Sales Admins through payment & shipping.
- Coordinate with service centres to provide service for customers in the best location possible.
- Provide assistance to the Sales & Marketing team/external sales reps/Customer Service and Office Admin team members with support as needed
- Develop a deep knowledge and understanding of our product features and user interface to identify what problem the customer is actually having to support them and feedback to the Shearwater team
- Provide phone support for end user questions including troubleshooting, menu and set up support and functionality.
**Field Data Reporting**
- Report trends in failures/service issues to Customer Care Manager and/or QA as appropriate.
- Work with QA and Engineering to monitor for trends, issues, etc.
- Provide feedback as a diver to other departments.
- Advocate for/represent the customer (and/or Dealer) within Shearwater by tracking feedback.
- Achieve solid understanding and use of Jira Issue Tracking/Field Returns
- Initiate and provide feedback for Action Request Tracking in Jira based on feedback from customers.
- Coordinate and keep track of our loaner pool.
**Key qualifications and experience**:
- Dive enthusiast with a technical diving or instruction background. Understand basics of decompression theory, gas planning, and continue to pursue knowledge of advancements in diving research, etc. Dive Industry experience an asset.
- Proven experience communicating respectfully and empathetically with customers. Excellent English verbal and written communication skills (additional languages an asset).
- Ability to proactively Problem solve in a positive manner and will take the initiative to action resolution, delegate where needed, and follow up in a timely manner
- Familiarity with business programs such as Outlook, MS Word, Excel and PowerPoint. Ticketing systems (e.g., Zendesk, Helpdesk), ERPs (e.g., Microsoft Business Central) or Issue Tracking software like Jira an asset.
- Some basic understanding of regional logistic (shipping) considerations an asset
**Personal Attributes**
- Loves to talk to divers about our favorite past-time(), while helping them solve a problem.
- Driven to ensure our customers have the best possible experience when dealing with us.
- Must be willing to work in a hybrid role or on-site full time.
- Must have follow-through; be committed to finishing tasks you start.
- Proficient at communicating and working with a global support team virtually.
Salary Band 1: $43,600- $70,000/ year.
**Benefits**:
- Flex time and Hybrid work site arrangements for most professional staff
- Company paid Life, AD&D, Dental, Extended Health, EAP Plan + Health Spending Account
- Competitive vacation allowance
- Group RSP with company matching contributions
- 5 personal days per calendar year (paid out if not used)
- Diving - some training covered as appropriate to department
- Bonuses based on successful annual financial performance of the company
- 10 min tenant shuttle (or bus) from Skytrain and local Parking available
**To apply, please submit your cover letter and resume.**
Shearwater Research is a privately held technology ISO9001:2015 certified world leader in the field of dive computers for serious divers. Based in Richmond, British Columbia, we have dealers in over 70 cou
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