Specialist – Technical Support

Job Title: Specialist – Technical Support | Tech Support Specialist

Job Description:

• Provide technical support on HumanWare products and technologies for customers and partners;
• Resolve customer questions or problems received in the areas of product functionality and bugs/enhancements;
• Keep customers informed of how and when problems are resolved;
• Responsible for ownership of issue to resolution and escalation as needed;
• Complete detailed documentation of all customer and partner interactions as well as RMA transactions in the system.

Position Type: Temp-to-Perm
Start Date: ASAP
End Date: TBD
Shift Time: 8:30 AM – 5:30 PM during training, then 9:30 AM – 6:30 PM regular shift
# of Employees: 1
Work Arrangement: Work from Home
Work Location: Quebec
BU: HumanWare Canada

Attachment:
JOB OFFER – REMOTE
Tech Support Specialist – LOW VISION PRODUCTS

• Provide technical support on HumanWare products and technologies for customers and partners;
• Resolve customer questions or problems received in the areas of product functionality and bugs/enhancements;
• Keep customers informed of how and when problems are resolved;
• Responsible for ownership of issue to resolution and escalation as needed;
• Complete detailed documentation of all customer and partner interactions as well as RMA transactions in the system;
• Contribute technical tips to customers, distributors and sales staff as required;
• Transfer customer feedback to appropriate staff;
• Test and evaluate new products and software versions as needed;
• Attend training opportunities as needed to keep skill set current;
• Promote and maintain a high quality, professional, service-oriented company image among users.

• Degree in Computer Sciences or equivalent is an asset;
• Excellent oral and written communication skills in English;
• Knowledge of CRM systems, an asset;
• Experience with technical products;
• Willing to work on different shifts;
• Strong interest in technologies;
• Customer service oriented;
• Excellent problem-solving skills;
• Organized with excellent follow-through skills to closely track customer issues;
• Punctuality and responsibility with a strong work ethic.

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