Customer Service Support Specialist

AXYS Technologies Inc.

November 25, 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/12844

Job Category: 
Administrative
Job Specialization: 
Other
Job
Company Overview: 

AXYS Technologies Inc. (AXYS) has specialized in advanced marine based technology products and services for 40 years.  We manufacture and service offshore and oceanographic environmental monitoring equipment with a focus on data acquisition and display systems for wind energy assessment, weather and sea state monitoring, water and air quality monitoring and process control.  We serve a global market with international experience in Europe, Asia, South America, Africa, New Zealand, Australia and The United States.  Located in beautiful Sidney, British Columbia, AXYS is one of Vancouver Island's most sought after career choices and offers competitive compensation and benefits to its staff.

Job Summary: 

AXYS Customer Service is responsible with providing its customers both technical and non-technical support, and is committed to delivering the highest level of customer service for all AXYS products.  Reporting to the Customer Service Lead, the Customer Service Support Specialist will provide front line technical and administrative support to customers for AXYS related products and services. 

Key Responsibilities:

  • Adhere to existing established corporate policies, procedures, standards, guidelines and practices.
  • Promptly and accurately log and coordinate all types of customer service requests within defined service levels.
  • Maintain a comprehensive and current knowledge base that covers a wide variety of service requests, including hardware, software, data hosting and telemetry.
  • Accurately interpret client service requirements and suggest the best service solution.
  • Facilitate communication between clients and internal delivery teams.
  • Assist in the development, implementation and maintenance of process documentation.
  • Identify and suggest improvements for service delivery. 

Core Competencies:

  • Outstanding customer service skills.
  • Excellent organizational skills, including the ability to effectively plan and prioritize workloads to exceed defined service levels.
  • Ability to work effectively individually or in a team environment.
  • Experienced in working in a fast paced manufacturing and technology environment
  • Excellent verbal and written skills to interface with all levels of management within our customer base.
  • Aptitude for accuracy and attention to detail.
  • Strong analytical and problem solving skills.
  • Ability to take ownership on issues and follow through to resolution.
  • General knowledge and understanding of quality control practices & standards.
  • Adept at working with Customer Relation Management (CRM) systems or IT Service Desk Management SW tools.
  • Adept at working with Enterprise Resource Planning (ERP) SW systems.

Skills Requirements:

  • At least two years of experience in Information or Advanced Technology service delivery role.
  • Working knowledge / Certification in ITIL (Information Technology Infrastructure Library) IT Service Desk Management best practices would be considered an asset.
  • University degree or technical diploma in Computing Science, Business or equivalent work experience.
  • Knowledge or training in ISO9001-2000
  • Superior Microsoft Office 2010 skills, including Outlook, Word and Excel.
  • Fluency in other languages is highly desirable.
How To Apply: 

Please submit your resume along with; references, a cover letter outlining your applicable experience, salary expectations, goals, and related experience as they pertain to this position at AXYS Technologies Inc. by emailing your application by Dec 12. to axysjobs101@axys.com

Samples/Descriptions of previous relevant work and projects may be required prior to candidates being selected for interviews.

We thank all those who apply to AXYS Technologies Inc., but only those candidates selected for an interview will be contacted.  Please, no phone calls.