Application Customer Support Specialist Ii

2 weeks ago

Vancouver, Canada Hach Full time

Aquatic Informatics is headquartered in Vancouver, Canada and has offices in the US and Australia. We value independent thinking, initiative, teamwork, a relentless pursuit of quality, a playful spirit, and a sense of humor. We like smart people - IQ and EQ - who care about the environment and want to do good in the world. If you want a meaningful role with a company that is making a real difference in one of the most important resources in the world: water, then join our energetic growing team Help us revolutionize an industry Aquatic Informatics is proud to be one of Danaher's Water Quality companies.

**About the Role**:
The Customer Support Specialist is responsible for responding to incoming support requests through a support portal and answering the support phone line. This role includes identifying and resolving technical and software issues, managing customer expectations, and escalating issues as appropriate to product teams.

This is a customer-facing role and is a key part of our front-line support, resources and services that put our customer needs first and help them succeed.

**What Will I Be Doing?**
- Manage and balance multiple support ticket priorities in a shared ticket tracking tool.
- Assess technical complexity of tickets and make escalation recommendations to management or Tier 2/Tier 3 teams as needed.
- Monitor ticket SLAs and maintain high customer satisfaction and fast response times.
- Create and review reusable knowledge base articles to build self-serve resources.
- Assist implementation or product teams with configurations, installations, and customer communication.
- Identify opportunities or customer queries that should be referred to Account Management.
- Identify customers who are referenceable to product management.
- Ability to travel, if required.

**What Are The Qualifications?**

**Education**:

- Post-secondary education in Information Technology, Business and/or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering or equivalent combination of education and experience.

**Experience/Skills**:

- 2+years of education or customer-facing software support/implementation experience.
- Software installations and troubleshooting (SQL Server/Windows Server OS).
- Database technologies, commands, and management (e.g., attach/restore/backup).
- Batch file scripting and API calls.
- Implementing hosted and/or SaaS software, including data migration and data manipulation within a Microsoft technical environment.
- Agile software development methodologies and tools.
- Ability to quickly learn complex enterprise software and adapt and thrive in an evolving environment.
- Strong communication, documentation, and presentation skills and experience using Office 365 and Teams, Salesforce or other CRM platforms, helpdesk software.

**What Makes Me Stand Out?**
- Knowledge or background of water, wastewater, or industrial pre-treatment (source control).
- Knowledge or experience with SCADA.
- Knowledge of and experience configuring and troubleshooting network environments.
- Familiar with Crystal or MS Access report creation tools.
- Software development experience.
- Experience with APIs and scripting languages (e.g. PowerShell, Python, PHP).

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful **Danaher Business System** tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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