Customer Solutions and Technical Product Specialist - Salaried

Blue Ocean Contact Centers Inc.; Halifax; On-site; CAD 45,000; Full time

Job summary

A leading customer support service provider is seeking a Customer Solutions and Technical Product Specialist in Halifax. This role involves direct collaboration with clients' customers and internal teams to enhance product quality and resolve technical issues. Candidates should have a background in troubleshooting, customer service, and relevant technical knowledge. Competitive salary and benefits offered for this full-time on-site position.

Benefits

Family Health, Dental, and Vision Benefits

Group RSP with matching contribution option

Free employee assistance program

Beautiful office space with natural light

Qualifications

• Two years’ experience in a technical customer-facing role.
• Ability to troubleshoot hardware and software issues.
• Knowledge of network configuration (DNS, DHCP).

Responsibilities

• Analyze service performance feedback.
• Resolve customer issues in a timely manner.
• Collaborate with cross-functional teams for product improvement.

Skills

Technical troubleshooting

Communication skills

Interpersonal skills

Time management

Attention to detail

Education

BSc / Ba in Information Technology or Computer Science

Tools

Windows OS

Mac OS

TCP / IP

VPN

Job description

Overview

We’re looking for someone who has a team first mind-set, and a solid foundation of experience in customer-facing technical support to help support ours and our client’s internal teams.

About the job :

As a Customer Solutions and Technical Product Specialist, you’ll work directly with our clients’ customers, cross-functional services teams and internal Blue Ocean teams to improve product quality and customer satisfaction related to Interactive Display technology. Your focus will be on analyzing service performance feedback and ideas and resolving escalated customer issues and technical cases in a timely manner. If you can read debug logs, understand diagnostic outputs, understand SAAS Cloud technology or are comfortable parsing through website code to bypass a paywall, you probably have the level of tech know-how we’re looking for.

You’ll collaborate with people at many levels within ours and our client’s team, including end users, so the ability to maintain good working rapport while clearly expressing your recommendations and solutions is a must. You’re a creative problem solver, and confident with bringing forward ideas. You’re naturally curious, forward-looking, and continuously learning.

This is not your average tech job – it’s both tech oriented and people focused with a new challenge every day. If you’re looking for a role that provides the opportunity to work with a close-knit team while having the reach to major players in the tech world, read on :

Here’s the Deal :

• This is a full-time permanent position that works primarily on-site at our Halifax office.
• Flexible start date: Mid to Late September, or early October.
• Schedules include days and some evenings as business needs dictate. Typically you will work 10:00am-6:00pm or 11:00am–7:00pm Monday to Friday, but flexibility is required as our internal team works regular weekday evenings.
• During peak season (August – November) you’ll work on-site 4-5 days a week. When it’s not peak season, you’ll work 3 days a week on-site.
• This job includes a travel component a few times a year to customer sites, so you’ll need a valid passport and the ability to travel within the United States, Canada and possibly Europe.
• This position reports to the Program Coordinator.
• Annual salary of $45,000 plus option for RSP matching, family health benefits, 3 weeks paid vacation.

What We Offer :

• Family Health, Dental, and Vision Benefits at 30 days, as well as dedicated virtual health access
• Group RSP with matching contribution option
• Life Insurance
• Free employee & family assistance program for legal, financial, and health support
• Beautiful office space with loads of natural light, multiple break rooms, internet, and TVs.

What you’ll Do :

• Generate, analyze, track reports using various software to assess product and quality trends.
• Troubleshoot complex technical hardware and software issues through replication, root cause analysis and working with product development and operations teams with the goal of resolving customer escalations.
• Build product expertise through calibration and new project meetings – you’ll make recommendations and provide technical feedback to cross functional teams to improve end-user experience.
• Assist with service and product installation at customer sites when necessary.
• Create, maintain, and transfer knowledge comprehensive information about new product introduction and existing products to the customer support teams and field teams.
• Perform case audits with a focus on technical compliance for service quality insight.

What You’ll Need to Succeed :

Experience & Skills :

• Two years’ experience in a technical customer-facing role like helpdesk or tech support.
• Demonstrated ability to troubleshoot failure analysis with both hardware and software.
• Working knowledge with Windows and Mac OS and hands-on experience in TCP / IP, DNS, DHCP, network and Windows Server configuration, encryption, command-line tools, firewall application, VPN, and remote management.
• BSc / Ba in Information Technology, Computer Science, or a related discipline - or equivalent experience - is considered a strong asset.

Personal Attributes :

• Ability to effectively communicate and collaborate with cross-functional teams to solve complex problems. You’re resourceful, proactive and have a problem-solving aptitude.
• Great interpersonal and communication skills both spoken and written – you can build and maintain rapport with different types and levels of people and have a one-team / team first mindset.
• Proven attention to detail and accurate documentation skills – you know the small things matter in the tech world of troubleshooting and case management.
• Effective time management and organizational skills with the ability to manage multiple projects with shifting priorities.
• Self-starter with a dedication to continual improvement. You’re naturally eager, curious and a life-long learner.