Technical Support Specialist
7 days ago
The Technical Support Specialist is responsible for communicating with Eosense clients to proactively and reactively address technical support issues to ensure client satisfaction and success. They are responsible for maintaining a good working knowledge of Eosense products and softwares and leveraging that knowledge to troubleshoot client issues or to appropriately escalate client issues to other departments for resolution.
**Key Accountabilities**
The primary job duties and responsibilities for the Technical Support Specialist include but are not limited to the following:
- Coordinates and conducts client initial set-up and training sessions to test equipment and ensure it is working properly and to guide clients through the basic use of the equipment and softwares.
- Coordinates and conducts regular proactive “health checks” of client equipment and data to ensure products are working properly and generating good data to minimise client data loss.
- Identify client equipment that requires in-house repair and arrange an RMA for the client
- Track and analyse metrics for technical support cases to use in continuous improvement of department and company processes and strategies.
- Presenting accurate and relevant information about key accounts support cases to sales/production/R&D on a weekly basis.
- Assist in creating and be responsible for maintaining client user manuals to ensure information is up to date and errors are corrected in a timely manner.
- Creates and maintains internal resources and knowledge repositories to assist in rapid diagnosis of issues as well as to be used for internal and external training purposes.
- Other duties as required
**Qualifications, Education, Work Experience and Skills**
- Post-secondary education (or equivalent experience) in Science, Engineering or Engineering Technology/Technologist.
- Excellent interpersonal communication skills, including ability to communicate highly technical information.
- Strong attention to detail.
- Excellent organisational skills.
- Experience in a previous support role is an asset.
- Strong computer skills, data analysis skills are an asset.
- Demonstrated troubleshooting skills with electromechanical systems.
- Excellent problem solving skills with a demonstrated ability to diagnose and resolve technical issues.
- Proficiency in English, other languages an asset.
- Ability to travel globally up to 20% of the time.
**Job Types**: Full-time, Permanent
**Salary**: $45,000.00-$50,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Vision care
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Dartmouth, NS B3B 1S1: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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