A Customer Technical Support Representative at Shearwater is tasked with providing top quality care and information to both end users and shops to ensure we meet our brand promise: Powerful, Simple, Reliable. Work with a dedicated customer support team, including other support agents, sales reps and our service centre network to solve customer problems questions, general inquiries, repairs logistics, processing and payments

Key Responsibilities:

Technical Customer Service Enquiries

• Respond to customer issues/questions and ensure efficient processing of ticketing system emails/enquiries are responded to within 1 day
• Create repairs tickets and manage them through the service & shipping process in Shearwater. Helping customers with basic shipping logistics (e.g., UPS, FedEx, DHL) when necessary.
• Create basic Sales Orders and manage them with support from Sales Admins through payment & shipping.
• Coordinate with service centres to provide service for customers in the best location possible.
• Provide assistance to the Sales & Marketing team/external sales reps/Customer Service and Office Admin team members with support as needed
• Develop a deep knowledge and understanding of our product features and user interface to identify what problem the customer is actually having to support them and feedback to the Shearwater team
• Provide phone support for end user questions including troubleshooting, menu and set up support and functionality.

Field Data Reporting

• Report trends in failures/service issues to Customer Care Manager and/or QA as appropriate.
• Work with QA and Engineering to monitor for trends, issues, etc.
• Provide feedback as a diver to other departments.
• Advocate for/represent the customer (and/or Dealer) within Shearwater by tracking feedback.
• Achieve solid understanding and use of Jira Issue Tracking/Field Returns
• Initiate and provide feedback for Action Request Tracking in Jira based on feedback from customers.
• Coordinate and keep track of our loaner pool.

Key qualifications and experience:

• Dive enthusiast with a technical diving or instruction background. Understand basics of decompression theory, gas planning, and continue to pursue knowledge of advancements in diving research, etc. Dive Industry experience an asset.
• Proven experience communicating respectfully and empathetically with customers. Excellent English verbal and written communication skills (additional languages an asset).
• Ability to proactively Problem solve in a positive manner and will take the initiative to action resolution, delegate where needed, and follow up in a timely manner
• Familiarity with business programs such as Outlook, MS Word, Excel and PowerPoint. Ticketing systems (e.g., Zendesk, Helpdesk), ERPs (e.g., Microsoft Business Central) or Issue Tracking software like Jira an asset.
• Some basic understanding of regional logistic (shipping) considerations an asset

Personal Attributes

The successful candidate is a customer-oriented problem solver who builds effective relationships through well thought out communication to get the job done and brings:

• Loves to talk to divers about our favorite past-time(!), while helping them solve a problem.
• Driven to ensure our customers have the best possible experience when dealing with us.
• Must be willing to work in a hybrid role or on-site full time.
• Must have follow-through; be committed to finishing tasks you start.
• Proficient at communicating and working with a global support team virtually.
• Ability to manage and prioritize in a fast-paced environment through efficient use of different tools/platforms (phone, email, ZenDesk, etc).

Salary Band 1: $43,600- $70,000/ year.

Benefits:

• Flex time and Hybrid work site arrangements for most professional staff
• Company paid Life, AD&D, Dental, Extended Health, EAP Plan + Health Spending Account
• Competitive vacation allowance
• Group RSP with company matching contributions
• 5 personal days per calendar year (paid out if not used)
• Diving – some training covered as appropriate to department
• Bonuses based on successful annual financial performance of the company
• 10 min tenant shuttle (or bus) from Skytrain and local Parking available

To apply, please submit your cover letter and resume on Indeed.