Technical Support Specialist

2 months ago

Dartmouth, Canada MetOcean Telematics Full time

Dartmouth, NS (On-Site)
MetOcean Telematics Limited (MetOcean) contributes to the worldwide effort to better understand, assess, monitor, and connect our planet.
Our mission is to connect the world without limits. We ensure critical data is transmitted, received, and processed in the fastest and most reliable manner possible anywhere in the world. We value collaboration, innovation, achievement, and connection. We are a growing organization and looking for talented individuals to join our growing team
**About the Role**:
We are seeking a full-time, on-site, Technical Support Specialist.
Reporting to the Manager of Technical Support, the Technical Support Specialist is an integral member of the MetOcean team. Working with all departments to ensure quality support of MetOcean’s high-value products and services, you will provide a complete range of pre
- and post-sales technical support to MetOcean’s customers, partners, and sales staff. This includes technical assistance, consultation, demonstrations, and training as required.
**Responsibilities include, but are not limited to**:

- Responding to customer queries regarding simple to moderately complex software/hardware problems, determining the likely causes, and recommending corrective action.
- Follow-up with customers as needed, ensuring problems are resolved or recommending alternate workflows to guarantee customer satisfaction.
- Liaise with product specialists in other departments to obtain answers to urgent or complex problems.
- Troubleshoot and perform real-time problem solving.
- Participate in scheduled on-call and holiday support coverage.
- Collaborate with the sales and production teams to facilitate the product service and repair process.
- Assist or lead the development of product presentations and pre-scripted demonstrations in support of trade shows and product rollouts.
- Assist sales with the administrative aspects of our Iridium and web platforms with respect to managing customer accounts.
- Provide feedback to the product management team on product capabilities, issues, and shortcomings.
- Document and enter customer support interactions into MetOcean’s CRM.

**Technical and Non-Technical Skills**:

- Troubleshooting, Windows, and networking skills.
- Attention to detail in managing and documenting issues.
- Good organizational and time management skills.
- Strong people, team, and communication skills.
- Able to deliver online products demonstrations and training.
- Ability to perform tasks with mínimal supervision.
- Comfort in interacting directly with existing and potential customers.
- Written and verbal fluency in French considered an asset.

**Education and Experience**:

- University Degree/College Diploma in Computer Science, Engineering, or a combination of education, training and/or experience.
- 2+ years experience in a technical support role.
- Salesforce experience considered an asset.
- Experience working with data telemetry paths including satellite, cellular and IT networks considered an asset.

**Perks**:

- Employer-paid group benefits program.
- Employer RRSP matching program.
- Corporate gym membership rates.
- Generous vacation and personal time policies.
- Paid time off over the holidays.
- Training and development.

**About MetOcean Telematics**:
MetOcean Telematics is one of Nova Scotia’s and Atlantic Canada’s Small & Medium Top Employers
We are leaders in Satellite IoT-enabled solutions and design and manufacture right here in Dartmouth, NS. We are a global provider of innovative full-spectrum telemetry products, options, and solutions for environment, marine, defence, and security clients.
We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or anything else that makes us different.
No phone calls, unsolicited third-party recruiters, or agencies, please.
MetOcean Telematics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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