Technical Support Specialist

Technical Support Specialist

Location: Dartmouth, Nova Scotia (on-site)

MetOcean Telematics | Contributing to the worldwide effort to better understand, assess, monitor, and connect to our planet.

We are global leaders in Satellite IoT-enabled solutions, and we design and manufacture in our head office in Dartmouth, Nova Scotia, Canada. We are a global provider of innovative full-spectrum telemetry products, options, and solutions for the environment, marine, defence, and security clients.

Our mission is to connect the world without limits. We ensure critical data is transmitted, received, and processed in the fastest and most reliable manner possible anywhere in the world. We value collaboration, innovation, achievement, and connection.

For more than four decades, we have assisted domestic and international customers with developing and integrating Iridium hardware into a wide range of devices and applications. MetOcean is a world leader in integrated systems used for real-time environmental monitoring, vessel tracking, and defense & security systems.

Our head office is in Nova Scotia, Canada, with offices in the United Kingdom, and the United States.

We are a growing organization and looking for talented individuals to join our growing team.

Role:

Reporting to the Director of Products, the Bilingual Technical Support Specialist is an integral member of the MetOcean Telematics (MetOcean) team. Working with all departments to ensure quality support for MetOcean’s high-value products and services, you provide a complete range of pre-and post-sales technical support to MetOcean’s customers, partners, and sales staff. This includes technical assistance, consultation, demonstrations, and training as required, in both English and Spanish.

You will have the opportunity to grow and learn in a culture that encourages your development. We support an inclusive environment that values diverse talent, backgrounds, and experiences.

Responsibilities include, but are not limited to:

• Responding to customer queries regarding simple to moderately complex software/hardware problems and determining the likely causes and recommending corrective action.
• Follow up with customers as needed, ensuring problems are resolved or recommending alternate workflows to guarantee customer satisfaction.
• Liaise with product specialists in other departments to obtain answers to urgent or complex problems.
• Troubleshoot and perform real-time problem-solving.
• Participate in scheduled on-call and holiday support coverage.
• Become a subject matter expert on MetOcean products.
• Collaborate with the sales and production teams to facilitate product service and repair.
• Assist or lead the development of product presentations and pre-scripted demonstrations in support of trade shows and product rollouts.
• Assist Sales with the administrative aspects of our Iridium and Web platforms with respect to managing customer accounts.
• Provide feedback to the Product Management on product capabilities, issues, and shortcomings.
• Document and enter customer support interactions into MetOcean’s CRM.

Education:

• University Degree/College Diploma in Computer Science, Engineering, or a combination of education, training and/or experience.
• 3-5 years related experience in a technical support role.

What you’ll bring:

• Written and verbal fluency in English and Spanish.
• Troubleshooting, Windows, and networking skills.
• Attention to detail in managing and documenting issues.
• Good organizational and time management skills.
• Strong people, team, and communication skills.
• Able to deliver online product demonstrations and training.
• Ability to perform tasks with minimal supervision.
• Comfort in interacting directly with existing and potential customers.
• Salesforce experience is an asset.
• Experience working with data telemetry paths including satellite, cellular and IT networks would be an asset.

About MetOcean

MetOcean Telematics is one of Nova Scotia’s and Atlantic Canada’s Small and Medium Top Employers! We are leaders in Satellite IoT-enabled solutions, and we design and manufacture right here in Dartmouth, NS. We are a global provider of innovative full-spectrum telemetry products, options, and solutions for the environment, marine, defence, and security clients.

Our mission is to connect the world without limits. We ensure critical data is transmitted, received, and processed in the fastest and most reliable manner possible anywhere in the world. We value collaboration, innovation, achievement, and connection. We are a growing organization and looking for talented individuals to join our growing team.

Check us out at

MetOcean Telematics is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.