We are looking for a senior level customer and technical support specialist.

The Customer & Technical Support Specialist will:
• provide telephone and email support on technical and operational questions involving the Annidis retinal health assessment instrument to customers and prospective customers;
• provide timely and professional response to all customers, ensuring that their support expectations are realized;
• develop and implement best practices for the efficient provision of superior customer technical support;
• assist with sales research through provision of customer feedback to PLM and the product development team;
• develop and maintain professional customer-facing product documentation;
• recommend and subsequently implement systems for customer problem tracking, execution and escalation;
• continually update the customer information base and ensure accuracy of relevant information being made available to customers;
• participate in regular communications with senior management in sales, product development, quality/regulatory and manufacturing operations, and act as the advocate for the Annidis customer base;
• continually improve Annidis’ support practices, thereby contributing to the overall success of the corporation;

Qualifications
The following qualifications are considered essential prerequisites to the effective performance of this position:
• A post secondary diploma or undergraduate degree in computer science, electronic engineering, or equivalent.
• A minimum of 7 years experience in a post graduate technical position, of which 3-5 were in a customer and technical support role.
• Strong IT experience in the area of local and wide area networks in small business enterprises.
• Excellent local and remote troubleshooting skills.
• Solid knowledge of Windows and Linux environments.
• Fluent command of English, with excellent written and oral communications skills in keeping with a highly professional customer base.
• Ability to work under pressure, and the flexibility to travel on short notice and work outside of normal business hours as warranted.
 

Ottawa, Ontario, Canada
$55,000 to $60,000

Click here to apply to this Job

Please send applicaiton to
saunders@csresource.com

Customer - Technical Support Specialist