Technical Support Specialist

1 week ago

Kanata, Canada Celebright Full time

Celebright is a fast growing, Ottawa based company. We design permanent holiday lighting systems, which combine a custom lighting controller hardware with industry leading cloud based control. We’re a tight knit group of nice people, with a focus on creating quality products and delivering an excellent customer experience.

**Position Overview**:
**Hours**:

- Mon-Fri: 11AM-7PM
- September 1 - December 24: Days off are 2 consecutive days, one weekday and one weekend day (ex friday/saturday or sunday/monday).

**Responsibilities**:

- Effectively de-escalate situations with frustrated customers and dealers, aiming to ensure a positive and satisfying outcome
- Maintain comprehensive knowledge of the Celebright system, firmware, and functionalities.
- Review and process RMA requests with the Fulfillment department.
- Manage and maintain high-quality documentation and FAQs.
- Collaborate with various teams to highlight system features and promote proper usage.
- Collaborate with the design team on systemic technical issues.
- Continually improve technical support processes and systems.
- Duties to support the secondary skill set. (which will be based on successful applicant’s secondary skills and interests)

**Skills and Qualifications**:

- Courteous and just generally nice to be around.
- Excellent Communication skills.
- Quick thinker with the ability to provide accurate troubleshooting steps.
- Capable of explaining complex technical concepts in simple, everyday language.
- Meticulous attention to detail and adherence to organizational systems.
- Strong problem-solving skills with the ability to identify patterns and root causes.
- Excellent time management and organizational skills.
- Able to work independently, both as a self-starter and when taking direction.
- Willingness to learn and grow within the role.
- Skills and experience to support the secondary role. (which will be based on successful applicant’s secondary skills and interests)

**Education and Experience**:

- Experience in customer facing roles.
- Experience with technical products is an asset.
- Experience with support ticketing systems is an asset.
- Experience with electrical concepts is an asset.
- Well versed in iOS and Android operating systems.

**Location**:

- In-Office located at 30 Edgewater St, Kanata, ON
- Once fully trained, hybrid possible with 3 days in-office, 2 days from home.

**Compensation**:

- $50k - $59k/yr base salary to be negotiated based on the successful applicant's skill set and experience.
- Bonus: Annual bonus as part of company profit sharing program
- Benefits: Health, Dental, Vision + Life Insurance, On-site gym and shower.

**Please include a cover letter that outlines any secondary skills you have.**

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$59,000.00 per year

**Benefits**:

- Life insurance
- Profit sharing

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: In person

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