Technical Support Specialist

6 months ago

Waterloo, Canada Voltera Full time

**About Voltera**

Our flagship product, the V-One, is a multi-functional desktop PCB printer that was designed for rapid prototyping and education in traditional, rigid electronics.

Our newest product, NOVA, is the world’s first direct-write printer for soft, flexible, and stretchable electronics. It’s designed to push the limits of what’s possible, bridging the gap between what we can do and what we wish we could do with electronics.

We’re a tight-knit company looking for ambitious, talented individuals. We value the importance of team culture, and strive to create a work environment where you feel empowered through knowledge, supported by your colleagues, passionate about your work, and motivated to drive the growth of the company.

**About the Job**
- Develop an expert level of knowledge on Voltera hardware and software.
- Diagnose hardware and software issues thoroughly and collaborate with internal teams to resolve them.
- Coordinate repairs and logistics with operations and manufacturing teams to ensure on-time delivery of service, while communicating with customers to manage expectations.
- Maintain and contribute to technical support documentation and troubleshooting practices for our products.
- Surface trends and insights from support interactions to find long-term solutions, or opportunities for evergreen content that can help address these issues.
- Help with existing and establishing new processes to improve support workflows and how we engage with our customers.
- Maintain an exceptionally high level of customer service.

**About You**

You’re comfortable being yourself and treating our customers as people rather than just an interaction. You’ll go the extra mile to investigate and resolve issues thoroughly and may need to do some learning yourself to get there. The customers you interact with should walk away delighted by an unexpectedly positive experience.
- Prior experience in a Technical Support role working with very technical customers.
- Love learning, especially in the areas of technology and hardware.
- Excellent problem solving ability; you don’t shy away when encountering new problems
- Ability to communicate highly technical information and ideas in an easy-to-understand way while staying genuine and empathetic.
- Ability to be resourceful and find solutions even when there is no clear path.
- Ownership mentality; you take responsibility for user issues from first touch through to resolution.
- Adapt to new processes and work accurately in a fast-paced, rapidly changing environment.
- Familiar with desktop Windows and Apple operating systems.

**Nice to haves**:

- Knowledge of the electronics design and fabrication industry.
- Working knowledge of circuit design practices, gerber standards & files, and GCode NC language.
- Familiarity with tools like Intercom, Netsuite, Asana, Tettra, and Shopify.

**Working conditions**:

- This role is based full-time in our Waterloo office with opportunities for hybrid work after the probationary period.

**Why We’re Awesome**
- We’re a scaling company - you’re hired to have a voice, not to be a cog.
- Three weeks vacation to start.
- Flexible work hours.
- Family-friendly work culture.
- Collaborative work environment.
- Located in the growing tech hub of Waterloo, Ontario, close to restaurants and easily accessible by public transit.

If this sounds like a good fit, reach out We’d love to hear from you.

Voltera is an equal opportunity employer and we are committed to inclusion and diversity. Voltera does not discriminate based on race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offenses, marital status, family status, disability or any other basis forbidden under federal, provincial, or local law.

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