Technical Support Specialist

6 months ago

Bedford, Canada Innovasea Full time

**Technical Support Specialist | Bedford, NS**

**INNOVASEA | Aquatic Solutions Built for Life**

As a recognized leader in fish tracking technologies, Innovasea provides work-anywhere solutions that scientists around the world count on for real-time insights. We optimize our advanced acoustic telemetry tools and consulting services to shorten the paths from data collection to conclusion, observation to discovery, and detection to protection.

**Role and Responsibilities**

Are you a great troubleshooter? Do you enjoy working with people and helping them to solve technical problems? Are you detail-oriented and self-motivated? Do you thrive in a team environment?

We are seeking a full-time **Technical Support Specialist** to work with our customers to help them troubleshoot and resolve acoustic telemetry equipment and software issues. Reporting to the Customer Support Manager, Fish Tracking, you will use your technical expertise and excellent people skills to resolve customers’ issues in a respectful, empathetic, and timely manner. As part of a front-line team dedicated to ensuring an exceptional customer experience with our company, you will play an integral role in ensuring that our customers are successful with our products.

**Primary areas of responsibility include**
- Achieving and maintaining a high level of technical expertise in Innovasea Fish Tracking hardware and software products
- Working with R&D, Operations, and Repair groups as necessary to troubleshoot customer equipment issues
- Tracking and documenting customer issues and solutions using Salesforce CRM
- Contributing content to product user manuals and customer knowledge base to facilitate customer self-service
- Working collaboratively with various departments, use support case resolution experience to inform continuous improvement programs, product development, and customer education programs
- Evening/weekend/holiday hours may be required on occasion for timely support of our global customer base
- Occasional travel to customer field sites may be required for on-site technical support

**Required Skills and Experience**
- Strong technical troubleshooting and analytical thinking skills
- Excellent verbal and written communication skills
- Ability to achieve thoroughness and accuracy when tackling tasks
- Ability to communicate effectively with individuals having different levels of technical expertise
- Highly team-oriented, with excellent interpersonal skills and a positive attitude
- Strong customer focus and a desire to assist customers in a respectful, empathetic, and timely manner
- Self-motivated with a keen interest in skills development and personal growth
- Strong organizational skills; ability to multi-task and manage competing priorities
- Ability to work independently and as a member of a team
- Intermediate to advanced Microsoft Office skills
- Comfortable working in both an office and in the field

**Education**
- Ocean Technology or equivalent diploma, or post-secondary degree in Biology, Ecology, or relevant field

**Preferred Technical and Professional Expertise**
- Strong aptitude for electronic and mechanical concepts and principles.
- Technical customer support experience and/or general customer service experience
- Experience or understanding of aquatic science research and the scientific method
- Experience manipulating and analyzing scientific data
- Familiarity with acoustic telemetry technology and products
- Experience using software tools such Slack, JIRA, Confluence, and Salesforce
- Field work experience

**Benefits of the Job**
- Competitive salary commensurate with experience
- Comprehensive benefits including medical, dental, vision, life and disability
- Paid time off and holidays
- Pension plan
- Fitness Benefit
- Free on-site parking
- Hybrid work options available

**About Innovasea**

Fueled by leading-edge technology and a passion for research and development, Innovasea is revolutionizing aquaculture and advancing the science of fish tracking to make our oceans and freshwater ecosystems sustainable for future generations. With 275 employees worldwide, we provide full end-to-end solutions for fish farming and aquatic species research - including quality equipment that’s efficient and built to last, expert consulting services, and innovative platforms and products that deliver unrivaled data, information, and insights.

For more information visit**:innovasea.coM/Fish-tracking/**

**How to Apply**

No phone calls, no unsolicited third-party recruiters, or agencies, please.

Innovasea 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.

We thank all applicants in advance; however, only those selected for an interview will be contacted.

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