Technical Support Specialist

7 days ago

Kanata, Canada INSTANTEL INC Full time

POSITION: Technical Support Specialist
REPORTS TO: Chief Technology Officer
LOCATION: Ottawa, Ontario

Established in 1982, Instantel is the global market leader in the design and production of vibration, air-overpressure, and noise monitoring instrumentation. Our products are used on projects in over 120 countries. Applications include civil engineering, construction, environmental, mining, mining exploration, quarry, underwater, structural health, human annoyance, military, and noise. We are proud of our position as an industry leader and are always committed to improvement. We understand the challenges faced in these fast-paced environments and provide the tools to get the job done safely and within regulation. Join a world-class team that continuously pushes the limits in the relentless pursuit of excellence and innovation in monitoring equipment.

**Responsibilities**:

- Provide professional and efficient technical support to our dealers and customers
- On a rotating basis, provide after-hours technical support.
- As required, provide onsite dealer and customer technical support and training.
- Develop and maintain an in-depth understanding of all Instantel products, services, and support tools.
- Determine the root cause of reported issues documenting the troubleshooting process, including successful and unsuccessful actions taken through to the final resolution.
- Analyze documented resolutions for trends and provide suggestions to prevent future problems.
- Engage the customers on a regular basis by providing updates/resolutions to their issues.
- Prioritize and escalate issues (when required) to the appropriate stakeholders.
- Perform post-resolution follow-up to ensure customer satisfaction.
- Develop knowledge-based articles for the company’s online FAQ knowledge base.
- Assist in new software and hardware products testing, field trials, and release.
- Provide feedback and suggestions for new and existing products.
- Support and promote the company’s web-based data hosting site.
- Perform other related duties consistent with the scope and intent of the position.
- Any other duties or responsibilities as may be assigned from time to time.

**Qualifications**:

- College diploma in computer sciences or equivalent.
- Minimum of two years experience in a technical support role.
- Excellent problem-solving skills with outstanding judgment.
- Exceptional customer service skills with a focus on listening and understanding.
- Exceptional written and verbal communication skills.
- An advanced and detailed understanding of modems, serial, USB, and multi-threaded TCP/IP Ethernet communications, including firewalls.
- Strong background in mathematics will be an asset.

**Employment Details**:
This is a flex position: work from home and at the office location.

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

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Life insurance
- Vision care
- Work from home

Schedule:

- 8 hour shift
- On call

COVID-19 considerations:
We take every precaution to keep our employees safe. We follow provincial and local recommended health measures, provide guidance and protective equipment for employees, equip our offices with sanitation stations, and practice social distancing.

Ability to commute/relocate:

- Kanata, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- technical support: 2 years (required)

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