Job Openings
Technical Support Specialist
Description
Technical Support Specialist
Do you get energized from solving puzzles? Do you get satisfaction knowing you’ve provided people with solutions to their challenges?
About Us:
Ocean Sonics Ltd. (www.oceansonics.com) is a growing, innovative, Ocean Technology company that is seeking a Technical Support Specialist to ensure our valued and dedicated customers receive the best possible care and support. The Technical Customer Support person is responsible for educating and training new users and to providing world class after sales support to our new and long-time committed customers while putting their minds at ease.
To succeed as the Technical Support Specialist, you should be customer focused with excellent technical, organizational and record-keeping skills. You should have strong communication and interpersonal skills and should be able to keep our icListen family of hydrophone users operating in top form.
At Ocean Sonics, we are all Leaders. We are a purpose driven organization that values innovation, communication, sustainability, collaboration, and diversity to achieve more as one team, to “Give our Oceans A Voice”!
Responsibilities:
- Execute the day-to-day operations of customer support issues
- Manage multiple projects simultaneously, including the ability to prioritize based on business needs
- Onboard new customers to provide training and share tips for optimal operations and in response to identified difficulties.
- Receive technical or support inquiries from customers (via phone, email or website) and respond in a timely manner
- Assess and diagnose customers technical issues. Formulate solutions and provide step-by-step instructions to resolve these issues
- Replicating technical issues to further investigate where necessary
- Engage other team members as required to resolve more complicated or non-technical issues
- Establish when an RMA is required
- Execute the RMA process from first contact with customer, to diagnosis, repair, and right through to shipment.
- Keep our customers informed about what is happening to their equipment!
- Develop reports of repeated issues and pass to R&D
- Develop and maintain a tech reference data base of customers issues
- Maintains weekly Support KPIs
- Promote company products and services
Qualifications
- Degree or diploma in electrical engineering or electronics
- Minimum 1 year of experience in engineering
- Minimum 2 years’ experience in technical customer support
- Excellent customer service
- Think creatively and analytically.
- Inquisitive problem-solving skills
- Excellent verbal and written communication skills
- Strong leadership skills.
- Strong organizational skills.
- Adaptability and the ability to tailor technical advice based on the end-users technical abilities
- Clear communication skills
- Proficient skills in Ticketing Software (such as ZenDesk Support) and Microsoft Office products
Compensation and Benefits Details
- Competitive salary
- Flexible work schedule
- Health and dental insurance
- Annual Vacation
- Lots of great free trade and organic coffee!
- Company social events: Summer BBQ, Christmas party, Deck BBQ, and other spontaneous gatherings
- Wonderful new building designed for a great work environment
- Culture of caring for the planet and each other
This is an excellent opportunity to bring your education and experience to a dynamic team. If you are an energetic team player interested in an exciting challenge, please forward a copy of your resume to resumes@oceansonics.com
Ideal Candidate Profile
You will enjoy a successful career at Ocean Sonics if you align with our core values and possess the competencies, skills, and experience we are looking for.
Our Values:
1 - We Care We
• Treat people with respect independent of their status or disagreement with us
• Listen well, instead of reacting fast, so we can better understand.
• Seek what is best for Ocean Sonics, rather than best for us or our group.
• Make time to help colleagues.
• Care about our Planet and want to pass it on to future generations in the best possible state.
2 – We’re Honest We
• Are known for candor and directness.
• Are non-political when we disagree with others.
• Share information openly and proactively.
• Only say things about fellow employees we will say to their face.
• Say what we think even if it is controversial.
• Are quick to admit mistakes.
3 – We Do the Right Thing We
• Make wise decisions (people, technical, business, and creative) despite ambiguity.
• Identify root causes and get beyond treating symptoms.
• Think strategically, and can articulate what we are, and are not, trying to do.
• Smartly separate what must be done well now, and what can be improved later.
• Question actions inconsistent with our values
4 – We’re Curious We
• Learn rapidly and eagerly.
• Seek to understand our strategy, market, products, and partners.
• Are broadly knowledgeable about the Ocean, the Environment & our Industry.
• Unbiased when searching for the best ideas.
• Contribute effectively outside of our specialty.
5 – We’re Innovative We
• Challenge prevailing assumptions when warranted and suggest better approaches.
• Create new ideas that prove useful.
• Keep nimble by minimizing complexity and finding time to simplify.
• Discard convention to discover practical solutions to hard problems.
6 – We’re Passionate We
• Inspire others with our thirst for excellence.
• Care intensely about Ocean Sonics’ success
• Celebrate wins.
• Are concise and articulate in speech and writing.
• Are tenacious.
• Accomplish amazing amounts of important work.
• Take smart risks.
• Exhibit bias-to-action and avoid analysis-paralysis.
Commitments
OCEAN SONICS is an equal opportunity employer and employs personnel without regard to race, creed, color, religion, sex, ethnic origin, ancestry, age, place of origin, physical or mental disability, citizenship, sexual orientation, marital or family status.
It is our policy to select the best qualified person for each position within our organization on the basis of demonstrated ability, experience, training and potential.
This policy applies to all of our employment and personnel practices, including decisions regarding hiring, transfer, promotion, demotion and dismissal.
Visit us at: https://oceansonics.com/ to learn more about Ocean Sonics.
Thank you for your interest!