Customer Support Specialist

**Job Title: Customer Support Specialist, tier 1**

**Job Type: Permanent, full time**

**Salary: $40,000 - $50,000**

**Department: Customer Support**
- **About Novaflow Systems**_

Novaflow Systems has been a market leader producing highly customized, state-of-the-art gravimetric dispensing solutions for the ink, printing, packaging, paint, and healthcare industries and many niche industries since 1994. Acquired in 2017 by Corob S.p.A., headquartered in San Felice Italy, Novaflow is now part of a truly global organization which sells, manufactures, and services both industrial and point-of-sale machines in virtually all markets.

Novaflow Systems is located in picturesque Brockville, Ontario and is Corob’s global Center of Excellence for gravimetric dispensing solutions with Engineering / Design, Software Development, Customer Support, Service, Sales and Manufacturing at this site. As such, Novaflow is in the enviable position to have a wide degree of flexibility and autonomy to rapidly change and improve to meet the demands of both our customers and the organization.

Our markets and customer base have continued to grow since being acquired and it is this growth that has created a need to expand our support team. Novaflow is dedicated to hiring detail oriented, high performing talent that is passionate in what they do and thrive in a dynamic, fast paced environment of change and progress. We realize it is through a shared vision in which all employees take part in that we are successful in achieving a high degree of customer satisfaction and organizational excellence. We believe in engaging and empowering our staff to excel in what they do while achieving work-life balance and success.
- **Summary of the Position**_

Reporting to the Customer Support Manager, the Tier 1 specialist’s primary role will be intake of reported issues, provide entry level troubleshooting and coordinate with an elevated internal support structure. Maintain and revise documentation and training information on Novaflow’ s custom built dispensing solutions. Attention to detail and multi tasking skills will be needed to ensure customer issues are addressed in a timely manner.
- **Key Responsibilities and Duties**_
- Determine possible mechanical/pneumatic solutions to pass onto client maintenance department using system specific internally generated documentation.
- Train clients on features of software as they become more proficient with Novaflow Applications.
- Generate training materials for internal and external customers
- Ensure case notes are completed and accurate.
- **Essential Skills & Education**_
- Post secondary accreditation in applicable fields or equivalent experience
- Excellent Customer service skills.
- Time Management
- Proficient with computer architecture, Microsoft Operating systems, MsSQL
- Proficient in both written and verbal communication in English, multilingual considered an asset
- **Beneficial Additional Skills & Experience**_
- Familiarity with Electro-pneumatics, fluid dynamics
- Customer Support Experience
- Mechanical aptitude
- Working knowledge of software programming and methodologies
- Experience working with and supporting a manufacturing environment
- Networking and IT related Knowledge
- Database management skills

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

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

**Salary**: $40,000.00-$50,000.00 per year

**Benefits**:

- Extended health care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Morning shift
- No weekends

**Experience**:

- Customer service: 1 year (required)

Work Location: One location