Customer Technical Support Representative

2 months ago

Richmond, Canada Shearwater Research Full time

**Job Posting: Customer Technical Support Representative**:
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 on **Indeed**.

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