Technical Support Specialist

Carmanah Technologies Corporation

April 28, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11390

Job Category: 
Technical
Job Specialization: 
Other
Job
Company Overview: 

Headquartered in Victoria, British Columbia, Canada, Carmanah Technologies Corporation specializes in energy-efficient signaling and illumination products as well as mobile and grid-tie power systems. Carmanah offers products and solutions that are engineered to handle the world's most demanding environmental conditions; and use renewable energy that operates reliably year round with little or no maintenance.

As one of the most trusted names in solar technology, Carmanah has earned a reputation for delivering strong and effective products for industrial applications worldwide. If you want to join an award-winning, clean-energy company, Carmanah is the place to be!

Join Carmanah and help us put solar to work™.

Job Summary: 

Carmanah is looking for a Technical Support Specialist to join our team!  Reporting to the Manager of Customers Service, you will have experience in providing technical support to a customer base via telephone, email and various media channels, in addition to completing warranty claims, failure mode analysis, and replacement orders and will provide general backup support for order entry.

The Technical Support Specialist is also responsible for identifying and creating content for the customer knowledge base, including published documentation for the product portfolio, while striving to increase the customer’s ability to solve issues independently. This role will initiate and/or implement corrective action and documentation updates as required ensuring an excellent standard of service and a high level of customer satisfaction.

Primary Responsibilities

  • Conducts technical support, either via telephone, email, or media channels, directly with end users, diagnosing and resolving product and installation issues.
  • Receives, investigates and processes warranty claims, including maintaining and entering RMA data information in ERP, completing claim reports, and entering replacement orders.
  • Creates and maintains product documentation for both product installation and maintenance.
  • Creates knowledge base content and publishes content as required.
  • Provides technical content for website and other marketing material.
  • Participates and provides expertise as a member of the Customer Support Team in an effort to develop existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Support Team as a whole.
  • Works effectively within a small team while providing and maintaining the Highest Level of customer service to both internal and external customers.
  • Provides general backup support for order entry and other customer related needs.

Skills and Requirements

  • A minimum of 2+ years’ experience in a technical service and/or customer service support role, preferably in the high-tech environment.
  • Technical diploma in mechanical, electrical, or electronics, or equivalent work experience.
  • Excellent written and verbal communications skills in dealing with customers in a courteous and professional manner.
  • Strong problem-solving and investigation skills to resolve customer issues to satisfaction.
  • Familiarity with CRM/ERP systems, Microsoft Office suite, and content management systems.
  • Ability to work independently and show good judgment in decision making based on process guidelines and customer satisfaction requirements.
  • Highly efficient & well organized with a strong ability to multitask.
  • Ability to build strong relationships with both internal teams and customer contacts.
  • Accurate data entry skills and attention to detail.
  • Ability to learn quickly and work under time pressures to handle high volumes of requests.
  • Can-do attitude, positive demeanor and willingness to go the extra mile!
How To Apply: 

Please apply on-line at the Carmanah website with your resume and a cover letter telling us why you would like to work for Carmanah and what you can bring to this role.  Thank you!