Customer Service / Software Support Specialist

Helm Operations

October 07, 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

Job Category: 
Job Specialization: 
Company Overview: 

Helm. Love where you work. Helm offers complete enterprise information management solutions for the marine commercial transportation industry. Beyond providing innovative software to global clients, our people and culture matter the most. We value trust, accountability, performance, recognition, community, laughter, collaborative ideas and employee growth.

We are growing, and we are searching for brilliant Customer Service Specialists. As a Software Support Specialist, your primary responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing. This includes identifying product issues, complex problem resolution, working with our QA Team by testing fixes and new features, as well as collaborating with other departments to improve the quality of our products.

Why Work At Helm?

  • Employer of the Year. In 2013 Helm won Viatec's coveted Employer of the Year award.
  • A stable financial base. We are a fully-owned subsidiary of ClassNK, one of the world’s largest ship classification societies. Founded in Tokyo in 1899, ClassNK classifies 20 percent of the world's merchant fleet—that’s one out of every five commercial boats on the planet. In other words, we are incredibly well funded, and we are in it for the long haul.
  • Location. The huge windows of our waterfront offices in downtown Victoria face right onto our city’s beautiful inner harbor.
  • Monthly team budgets. Each development team manages their own budget to do with what they want. Some teams pay for lunches, pool games, volleyball, birthday cakes, and well-stocked snack cupboards. Others save their budgets for team toys like remote control helicopters and air hockey tables.
  • Fun. Our monthly team events are unique and memorable. We’ve built our own silly boats, played rooftop volleyball in eighties-themed costumes, tested our courage in the treetops at WildPlay, raced around town on a photo-scavenger hunt, battled in huge Sumo-wrestling costumes, and enjoyed a private Star Wars screening with our families at a local theatre.
  • Coffee. Endless free coffee. It's fair trade to boot.
  • Beer. Every second Friday is beer Friday.
  • Learning. We hold regular Lunch and Learn seminars on topics ranging from ‘Scrum 101’ to ‘Savings Strategies’ to ‘Public Speaking’. Growth. We invest in our employees’ long-term growth, and have clear career roadmaps, with customized individual plans.
  • Community Involvement. We are proud to partner with Kiva Microfunds, helping provide small, interest-free loans to low-income people around the world who wouldn’t normally have access to traditional banking systems. Every December, we focus our team event on raising money for the Mustard Seed.
Job Summary: 

The Challenge? (Primary Responsibilities):

  • Provide world-class product support for our customers.
  • Manage client support and development requests, prioritizing and escalating accordingly.
  • Write up bugs and development stories to be worked on by Helm’s development teams.
  • Document any files, materials, FAQ’s, Help Files etc., and ensure they are formatted with Helm’s brand standards.
  • Analyze, prioritize and interpret business processes to identify and resolve reported issues.
  • Respond to customer requests and inquiries within a period of time designated by your manager.
  • Discover additional product or training needs our customers may have.
  • Record each contact with our customers accurately and in a clear, concise, and understandable format using Helm’s ticket tracking systems.
  • Perform Quality Assurance (QA) related to new releases.
  • Conduct formal and informal training for our clients and internal team. This may be done remotely and may require travel to our clients’ locations.

Key Success Factors?‚Äč  (Competencies & Qualifications):

  • Strive to provide the highest customer service experience.
  • Enthusiastic, enjoy interacting with people, and a desire to make positive customer connections.
  • Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
  • Able to communicate clearly and effectively in writing or on the phone.
  • Able to work on multiple projects in a team environment.
  • Diploma, Degree or Technical Certification in related field or proven equivalent experience.
  • Must have computer configuration and related technical skills (MS Office, Windows OS’s).
  • SQL / MS SQL Server knowledge is an asset. 
  • Proven proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).
  • Previous experience in customer service/call center environment is an asset.
  • Must be a self-motivated team player, with a positive can-do attitude and solid work ethic.
  • Aptitude for acquiring technical skills and an eagerness to learn is an asset. Want to come on board? Please send a resume with cover letter to us immediately.
How To Apply: 

Please send your resume with a cover letter to: Helm’s Career Consultant | Email: