Aquatic Informatics (AQI) - Application Customer Support Specialist (Remote)

Hach Lange GmbH; Vancouver; Remote; CAD 60,000 - 80,000; Full time

Job summary

A global leader in water quality solutions is seeking an Application Customer Support Specialist. This remote position focuses on responding to support requests, resolving technical issues, and managing customer expectations. Ideal candidates have a background in IT or related fields with 4+ years of experience in customer-facing roles. Strong communication, documentation, and software skills are crucial for success in this role.

Qualifications

• 4+ years in customer-facing software support/implementation.
• Experience with software installation and troubleshooting.
• Implementing hosted/SaaS software, data migration within Microsoft environment.

Responsibilities

• Responding to support requests via helpdesk or phone.
• Resolving technical and software issues.
• Configuring on-premise/hosted installations.

Skills

Strong communication

Documentation skills

Presentation skills

Proficiency with Office 365

Proficiency with CRM platforms

Experience with helpdesk software

Education

Post-secondary education in IT, Business, Environmental Science, Computer Science/Engineering

Tools

SQL Server

Windows Server

Office 365

Helpdesk software

Job description

Aquatic Informatics (AQI) - Application Customer Support Specialist (Remote)

Join to apply for the Aquatic Informatics (AQI) - Application Customer Support Specialist (Remote) role at Hach .

About the role :

The Application Customer Support Specialist is responsible for responding to escalation requests from Technical Advisors, Customer Support, supporting Key Customer Accounts, and the Professional Services team. This includes identifying and resolving technical, operational, and software issues, managing customer expectations, supporting setup of new hosted instances, and escalating issues as needed. This role is vital in AQI's customer-facing team and requires industry knowledge, product understanding, and a customer success focus.

This is a remote position based anywhere in North America; travel to Canada and the U.S. may be required twice a year.

Key responsibilities include :

• Responding to support requests via helpdesk or phone, resolving technical and software issues, and managing customer expectations.
• Configuring on-premise / hosted installations, answering application questions, documenting issues, and assisting with technical problems.
• Working within standard procedures with moderate supervision and supporting team assignments.

Minimum requirements :

Post-secondary education in IT, Business, Environmental Science, Computer Science / Engineering, or equivalent experience, plus 4+ years in customer-facing software support / implementation.

Experience with software installation and troubleshooting (SQL Server, Office, Windows Server), and implementing hosted / SaaS software, including data migration within a Microsoft environment.

Strong communication, documentation, and presentation skills, proficiency with Office 365, Teams, CRM platforms, and helpdesk software.

Aquatic Informatics is part of Veralto, a global leader in water quality solutions, dedicated to safeguarding vital resources. We value diversity, initiative, teamwork, quality, humor, and smart, environmentally-minded individuals seeking meaningful work.

We do not accept unsolicited assistance from recruiters or search firms.

J-18808-Ljbffr