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Customer Support Administrator

Deep Trekker Inc.

This is a Full-time position in Guelph, ON posted May 11, 2022.

At Deep Trekker we work hard and get stuff done, but we have fun doing it.

Our above ground and underwater remotely operated vehicles (ROVs) are used across the world with a variety of applications and users globally.

We are constantly challenging ourselves to push the next frontier of technology.

Striving to provide our customers with simple and reliable solutions.

With passionate rapid innovation, Deep Trekker has experienced continued success and growth since our inception and we are always looking to grow our amazing team.

We are currently seeking a highly detailed and enthusiastic Customer Support Administrator to grow our Support Team.

If you are passionate about excelling in your work and want to deliver meaningful solutions to problems that matter then this position may be right for you.

Job Summary In this role you are in the office Monday through Friday.

After on-boarding and completing training, you will be able to go above and beyond to help our customers.

The CSA delivers technical product support; coordinates service repairs, and completes parts orders.

You’ll work with all departments to coordinate solutions as a team.

The ideal candidate will have experience providing customer service with mechanical and electrical equipment.

You understand the importance of over-communicating to ensure the customer has all the tools and information needed to be successful.

Responsibilities Include: Responding to customer outreach over a variety of communication channels including video conferencing, phone, email and in person Utilizing diagnostic and technical resources and tutorials to problem solve and provide step by step solutions to complex hardware and software products across product lines Work with support technicians, production and engineering teams to find solutions to more challenging problems Keep detailed logs of client issues, solutions, requests and customer satisfaction in CRM and other software Managing remote and received support tickets and repairs through creation to completion with constant customer outreach and updates Assisting with reporting on product issues, documentation requirements and updates, feature requests and department performance Quoting and Invoicing service repairs and parts orders using QuickBooks Skills and Qualifications 5+ years experience in a customer facing role 3+ years experience providing technical or mechanical support Team Player: You work well with a variety of personalities and jump at opportunities to support your colleagues and customers.

You understand that being dependable is critical to supporting your team, other departments and customers that you will be interacting with.

Driven: You have dedicated follow-through and integrity, working with a sense of urgency to help ensure the needs of our customers are met.

Professional: You understand how to cater to your audience and ensure that the company and our values are well represented in a way that is meaningful to our customers.

Creative: You have a can-do attitude, are naturally curious and always looking for ways to improve yourself and your environment.

You can apply creative thinking to problem solving for customers in the field.

Communications: You have exceptional written and verbal skills, have grace under great pressure and you understand that listening is the most important part of any conversation.

Fun: You are charismatic and can talk to anyone; you are flexible and excited to build something at DeepTrekker and help our customers to realize the same.

Smart: You understand the big picture and how details come together to make things happen.

You set goals, break them down into tasks, and ensure those tasks are completed with minimal guidance and maximum organization.

Bottom Line?

You love helping people, you take initiative and get a thrill from accomplishment.

You must be excited to dig in and help the business and our customers reach the next level of success.

Benefits Interesting and cool products that do meaningful work Working at a growing company Being part of the Halma group of companies (one of Britain’s most admired companies, with a large focus on sustainable business practices) Fun work environment Company social events Company match RRSP plan with a 5% match Schedule: Monday to Friday in the office Job Types: Full-time, Permanent Benefits: Casual dress Extended health care On-site parking RRSP match Schedule: 8 hour shift Monday to Friday Education: Secondary School (preferred) Experience: customer service: 3 years (preferred)