Customer Experience Lead Jobs

Company Description: Optisolve® is a technology company focused on environmental health & safety and optimizing hygiene outcomes. Leveraging more than 60 years of successful business in the cleaning and disinfection industry, we recognized that looking at a surface and checking off a box was not enough to validate cleanliness. Today, we are redefining environmental surveillance by using our passion for innovation to create sustainable solutions for clean, healthy, and safe spaces. Our powerful Pathfinder™ surface imaging technology allows facility managers and cleaning teams to assess surfaces for contamination, visually detest any risks, and fine-tune their cleaning practices for improvement environmental monitoring, health and safety assurance, and facility performance. Our SAVI® software is a cloud-based management system that allows facility teams to plan, conduct, track and report site assessments regarding cleaning quality, surface cleaning validation and environmental monitoring and audit. Using evidence-based feedback gathered in SAVI®, managers can design and implement proactive and preventative cleaning protocols and processes. Optisolve’s current product offerings are noted above. Our Research & Development is also actively pursuing new updates that will expand our service and offerings. With increasing awareness of infection prevention and the demand for cleanliness validation, we are accelerating quickly and excited to grow our team. https://optisolve.net/ Opportunity Overview: Optisolve is currently seeking a Customer Experience Lead, who will be reporting directly to the Chief Technology Officer (CTO). We are looking for a dynamic and diligent individual to join our growing team and step up our customer onboarding process. Position Profile: General Summary: The Customer Experience Lead’s primary purpose is, but not limited to, providing first-level IT technical support (customer-facing) on Optisolve technology, systems, and its infrastructure. This role includes responsibility for providing the training and live demonstrations; quarterbacking customer onboarding; and developing, automating, and documenting step by step onboarding process and system implementation for different segment of customers. For existing customers and distribution partners, this role includes but is not limited to manage ongoing training / help desk activities and resolve first level technical issues via phone, web, and where applicable in-person site visits. Developing and continuous improvement of the product, systems, and support materials for successful customer onboarding and support will be key deliverables. The goal is to create a seamless, automated, and scalable process for new customers, including clear step-by-step instructions on system implementation, and to maximize ongoing customer support and improvements for customer retention. Key Responsibilities: Support for all software and hardware that is operational at Optisolve.

• Experience in Windows O/S & Mac, iPad Devices, Google workspace, Office 365 and CRM Applications Education:
• Experience with incident troubleshooting, escalation, and recording notes in helpdesk ticketing software
• Availability to travel within Canada and the U.S. as needed.
• This position is full-time (Monday to Friday).
• Manage personal IT workload including escalation of any issues and ensuring deadlines are met.
• Contribute to new procedures that work towards the continuous improvement.
• Create documentation and process documentation to support business units, including internal system documentation and end-user training documentation.
• Maintain working knowledge of new product and service technologies.
• Provide assistance to other Optisolve team and select distribution partner members.
• High-level problem-solving skills with an analytical and logical approach
• Strong knowledge of hardware and software support methodologies, including setup and installations
• Develop documentation and implement process blueprints to automate customer onboard process.
• Strong time-management skills
• Post-Secondary Degree/Diploma in IT-related field (preferred). Work Requirements:
• Strong written and verbal communication skills
• Ability to work independently and within a team
• Create customer onboarding and training, including updates on LMS/knowledge base sites and documentation.
• Customer presentation(s) and demonstration of the live system to onboarding customers (online /onsite).
• Knowledge of inspection software and/or health & safety best practices is an asset but not required
• Ability to maintain a persistent, dedicated, and "can-do" attitude under pressure
• Establish and continuously improve assessment libraries for different customer types based on industry best practices
• Ability to effectively respond to multiple priorities and work within conflicting deadlines
• Support customers including implementation, administration, monitoring, training, testing, change management of the Optisolve software and hardware.
• Hybrid work arrangement: 2-3 days in Peterborough, ON head office.
• Participate in the development, implementation, installation, and testing of product hardware and software.
• Willingness to learn and research new information, policies, systems, best practices and products
• Minimum 3 years working in a related field/comparable position
• Review, monitor, and assist new customer system set-up, including SAVI data management and reporting.
• Other duties as assigned. Candidate Profile: Experience and Skills:
• Strong interpersonal skills when dealing with a wide range of customers with varying computer abilities
• Experience supporting business users in a fast-paced environment
• Maintain Help desk ticketing software and infrastructure, ensure all issues and incidents are resolved against SLAs.