Technical Support Specialst - find Customer Service jobs in Ottawa - Ontario - Canada by SureJobs Network

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Technical Support Specialst
Company: SureJobs Network
Category: Customer Service
Employment type: Full Time/Permanent
Salary: 55000 USD
Degree:
Experience: 3
Location: Ottawa - Ontario - Canada
Post Date: 15/01/2010
Skills: 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.
Job description:
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;

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