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

Job Vacancy #17113
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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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