Technical Support Specialist - Bedford, Canada - Innovasea

Innovasea

Verified Company

Bedford, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 selfservice
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 onsite 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 teamoriented, with excellent interpersonal skills and a positive attitude
Strong customer focus and a desire to assist customers in a respectful, empathetic, and timely manner
Selfmotivated with a keen interest in skills development and personal growth
Strong organizational skills; ability to multitask 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 postsecondary 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 onsite 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.