Technical Support Specialist

Technical Support Specialist

MicroSurvey Software builds verticalized product lines for the Surveying and Public Safety markets. We're looking for a Technical Support Specialist to provide technical support and assistance to customers, partners, resellers and internal teams via e-mail, phone or chat.

The Technical Support Specialist reports to the Support and Training manager, and it is a permanent position. Candidates can work out of our Kelowna main office in British Columbia or remotely anywhere in North America (with approval).

Primary Duties

Responsibilities and essential job functions include but are not limited to the following:

Core Function

• Handle support inquiries and tasks in a professional and sensitive manner
• Ensure the highest level of customer satisfaction by providing timely and up-to-date communication via our internal ticketing system and phone
• Solve highly technical issues for customers and deliver solutions and workarounds
• Remote into customer computers to provide hands-on solutions as required
• Identify and elevate work-stoppage issues for customers and use proper escalation methods to report to managers
• Own customer issues from creation to resolution
• Learn and continuously build product knowledge
• Find and diagnose defects and document issues in our internal bug/feature tracker system
• Assist sales teams in helping prospects with their evaluation of our products

Secondary Function

• Occasionally assist the QA or Product Management department in testing products
• Assist with the creation of written and video help resources
• Create or update technical articles
• Attend trade shows or training sessions
• Provide training on our products online or in person

Characteristics and Skills

• Very high level of customer focus
• Excellent communication and presentation skills, both verbal and written. High English proficiency is a must.
• Technically strong with computers and software
• Strong troubleshooting skills
• Ability to travel within Canada, USA and internationally occasionally.

Education and Experience

• B.Sc. or Diploma in Geomatics, Surveying, or equivalent degree or diploma
• 2+ years of geomatics or a related industry experience
• Experience training or offering mentoring and technical support is an assett
• Intermediate to advanced working knowledge of industry-standard geospatial products such as CAD, data collection, least squares, GIS and other market or segment-related products.
• Experience with MicroSurvey solutions such as MicroSurvey CAD, STAR*NET or FieldGenius is an asset.

Benefits

MicroSurvey Software offers a competitive salary and benefits package. MicroSurvey's headquarters is in the beautiful Okanagan Valley in Kelowna, BC, Canada. We offer flexible work arrangements, including working in our office or remotely from home. MicroSurvey is also part of the Hexagon group of companies.

Website:
MicroSurvey Software is part of Hexagon.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote