Product Support Technician / Specialist

Are you ready to revolutionize the world of well-site monitoring? Join our dynamic tech firm as a Product Support Technician / Specialist and become the go-to expert for our cutting-edge WatchDog solution. We're seeking passionate individuals who thrive on providing exceptional support and are eager to make a tangible impact in the oil and gas industry.

As a Product Support Technician / Specialist, you'll play a pivotal role in ensuring our clients maximize the potential of their WatchDog systems. From configuring to troubleshooting, your expertise will be instrumental in delivering top-notch customer support.

What You'll Do:

Front-line Support (90%):

• Assist clients in configuring their WatchDog systems, ensuring seamless integration.
• Be the friendly voice on the other end of the line, providing prompt and accurate solutions via phone and email.
• Master the art of troubleshooting, diagnosing and resolving technical issues with finesse.
• Oversee the RMA process, ensuring swift resolution of hardware concerns.
• Empower clients by guiding them through report generation and understanding complex applications.
• Collaborate with Tier 2 support to tackle escalated issues swiftly.
• Dive into our tech ecosystem, utilizing tools like K9, Hubspot, and Jira to streamline processes.
• Meet SLAs consistently, responding to inquiries within 2 business hours during weekdays and 4 business hours on weekends.
• Elevate our customer feedback game, striving for 80% positive feedback on completed surveys.
• Showcase your multitasking prowess by efficiently managing diverse tasks while meeting goals.
• Foster positive team relationships internally and externally, embodying our collaborative spirit.

Documentation & Collaboration (10%):

• Keep meticulous case logs and contribute to our knowledge base for continuous improvement.
• Stay ahead of the curve by actively participating in product release processes and educational sessions.

Qualifications:

• 3+ years of previous hardware & software technical support experience.
• University Certificate or Diploma in Electrical Technology or Computer Sciences preferred.
• Stellar verbal and written communication skills with an eye for detail.
• Proven ability to work independently and meet deadlines.
• Proficiency in Microsoft Office suite and experience with ticket systems like Hubspot.
• Eagerness to learn and adapt to new technologies.
• Bonus points for oil & gas industry knowledge.

Why Join Us?

• Be at the forefront of innovation in well-site monitoring technology.
• Work alongside a passionate team dedicated to excellence.
• Continuous learning and development opportunities.
• Competitive compensation package with attractive benefits.
• Lots of fun company events!
• Snack Bar – who doesn't love a fully stocked drink & snack bar!
• RRSP Program
• Flexible work environment

Ready to embark on a journey of innovation and excellence? Apply now and be part of our mission to redefine the future of the oil and gas industry with AFTIWatchDog!