Application Customer Support Specialist Ii

A wholly owned subsidiary of Danaher Corporation (NYSE: DHR), Aquatic Informatics (https://aquaticinformatics.com/) is a mission-driven software company that organizes the world’s water data to make it accessible and useful. We provide software solutions that address critical water data management, analytics, and compliance challenges for the rapidly growing water industry. Water monitoring agencies worldwide trust us to acquire, process, model, and publish water information in real time. We offer a full range of solutions, from standalone software packages for individual users, hosted software services, and enterprise-wide national systems. We serve over 1,000 municipal, federal, state/provincial, hydropower, mining, academic, and consulting organizations in over 60 countries that collect, manage, and process large volumes of water data.

Aquatic Informatics is headquartered in Vancouver, Canada and has offices in the US and Australia. We value independent thinking, initiative, teamwork, a relentless pursuit of quality, a playful spirit, and a sense of humor. We like smart people – IQ and EQ – who care about the environment and want to do good in the world. If you want a meaningful role with a company that is making a real difference in one of the most important resources in the world: water, then join our energetic growing team! Help us revolutionize an industry! Aquatic Informatics is proud to be one of Danaher's Water Quality companies.

About the Role:

The Customer Support Specialist is responsible for responding to incoming support requests through a support portal and answering the support phone line. This role includes identifying and resolving technical and software issues, managing customer expectations, and escalating issues as appropriate to product teams.

Support tasks may include configuring cloud or on-premise/hosted installations of the products, answering software application questions, documenting issues/bugs, and assisting customers with software and technical issues. Additional projects to support the customer, company initiatives, and/or other department initiatives will be required as needed.

This is a customer-facing role and is a key part of our front-line support, resources and services that put our customer needs first and help them succeed.

What Will I Be Doing?

• Identify customers who are referenceable to product management.
• Ability to travel, if required.
• Assess technical complexity of tickets and make escalation recommendations to management or Tier 2/Tier 3 teams as needed.
• Provide application and technical support to customers by responding to support tickets, calls, virtual meetings, and emails.
• Manage and balance multiple support ticket priorities in a shared ticket tracking tool.
• Assist implementation or product teams with configurations, installations, and customer communication.
• Identify opportunities or customer queries that should be referred to Account Management.
• Create and review reusable knowledge base articles to build self-serve resources.
• Monitor ticket SLAs and maintain high customer satisfaction and fast response times.

What Are The Qualifications?

Education:

• Post-secondary education in Information Technology, Business and/or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering or equivalent combination of education and experience.

Experience/Skills:

• Batch file scripting and API calls.
• Microsoft Office application, especially Excel.
• Database technologies, commands, and management (e.g., attach/restore/backup).
• Ability to quickly learn complex enterprise software and adapt and thrive in an evolving environment.
• Agile software development methodologies and tools.
• Software installations and troubleshooting (SQL Server/Windows Server OS).
• Strong communication, documentation, and presentation skills and experience using Office 365 and Teams, Salesforce or other CRM platforms, helpdesk software.
• 2+years of education or customer-facing software support/implementation experience.
• Implementing hosted and/or SaaS software, including data migration and data manipulation within a Microsoft technical environment.

What Makes Me Stand Out?

• Strong consideration is given to candidates fluent in multiple languages.
• Experience with APIs and scripting languages (e.g. PowerShell, Python, PHP).
• Knowledge or background of water, wastewater, or industrial pre-treatment (source control).
• Knowledge or experience with SCADA.
• Knowledge of and experience configuring and troubleshooting network environments.
• Software development experience.
• Familiar with Crystal or MS Access report creation tools.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.