Product Support Technician

1 week ago

Calgary, Canada AFTI WatchDog Full time

**Product Support Technician / Specialist**

Are you ready to revolutionize the world of well-site monitoring? Join our dynamic tech firm as a Product Support Technician / Specialist and become the go-to expert for our cutting-edge WatchDog solution. We're seeking passionate individuals who thrive on providing exceptional support and are eager to make a tangible impact in the oil and gas industry.

As a Product Support Technician / Specialist, you'll play a pivotal role in ensuring our clients maximize the potential of their WatchDog systems. From configuring to troubleshooting, your expertise will be instrumental in delivering top-notch customer support.

**What You'll Do**:
**Front-line Support (90%)**:

- Assist clients in configuring their WatchDog systems, ensuring seamless integration.
- Master the art of troubleshooting, diagnosing and resolving technical issues with finesse.
- Oversee the RMA process, ensuring swift resolution of hardware concerns.
- Collaborate with Tier 2 support to tackle escalated issues swiftly.
- Dive into our tech ecosystem, utilizing tools like K9, Hubspot, and Jira to streamline processes.
- Meet SLAs consistently, responding to inquiries within 2 business hours during weekdays and 4 business hours on weekends.
- Elevate our customer feedback game, striving for 80% positive feedback on completed surveys.
- Showcase your multitasking prowess by efficiently managing diverse tasks while meeting goals.
- Foster positive team relationships internally and externally, embodying our collaborative spirit.

**Documentation & Collaboration (10%)**:

- Keep meticulous case logs and contribute to our knowledge base for continuous improvement.
- Stay ahead of the curve by actively participating in product release processes and educational sessions.

**Qualifications**:

- 3+ years of previous hardware & software technical support experience.
- University Certificate or Diploma in Electrical Technology or Computer Sciences preferred.
- Stellar verbal and written communication skills with an eye for detail.
- Proven ability to work independently and meet deadlines.
- Proficiency in Microsoft Office suite and experience with ticket systems like Hubspot.
- Eagerness to learn and adapt to new technologies.
- Bonus points for oil & gas industry knowledge.

**Why Join Us?**
- Be at the forefront of innovation in well-site monitoring technology.
- Work alongside a passionate team dedicated to excellence.
- Continuous learning and development opportunities.
- Competitive compensation package with attractive benefits.
- Lots of fun company events
- Snack Bar - who doesn’t love a fully stocked drink & snack bar
- RRSP Program
- Flexible work environment

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