Customer Support Administrator Jobs

Deep Trekker, a proud member of the Halma companies, is a leading provider of remotely operated underwater robots and inspection solutions. With a commitment to innovation and excellence, Deep Trekker designs and manufactures advanced marine robots that are used across a wide range of industries, including aquaculture, infrastructure inspection, search and rescue, environmental monitoring, and more. We are presently in search of a meticulous and motivated Customer Support Administrator to expand our Service Team. If you're dedicated to achieving excellence in your role and eager to provide impactful problem-solving, this position could be a great fit for you!

This position involves working at the office from Monday to Friday. Following the initial onboarding, training, and practical learning period, you will have the opportunity to exceed expectations in assisting our customers. As a member of the Service Department, the Customer Support Administrator collaborates with different teams to provide top-notch technical support for products, manage service repairs, and fulfill parts orders.

The ideal candidate will have experience providing customer service with mechanical and/or software products. You understand the importance of over-communicating to ensure the customer has all the tools and information needed to be successful.

Responsibilities:

• Collaborate with support technicians, production and engineering teams to find solutions for challenging problems in unique environmental situations.
• Communicate with customers and dealers over a variety of channels including video conferencing, phone, email and in-person.
• Manage support tickets and repairs from creation to completion with constant customer outreach and updates.
• Participation in rotational on-call technical support with additional remuneration.
• Maintain detailed logs of client issues, solutions, requests and customer satisfaction in CRM, ERP and other software.
• Perform other duties as assigned.
• Quoting and Invoicing service repairs and parts orders using ERP.
• Troubleshoot utilizing diagnostic and technical resources and provide step-by-step solutions to complex hardware and software products across product lines.
• Assisting with reporting and data entry on product issues, documentation requirements and updates, feature requests and department performance.

Skills and Qualifications

• Smart: You understand the big picture and how details come together to make things happen. You set goals, break them down into tasks, and ensure those tasks are completed with minimal guidance and maximum organization.
• Driven: You have dedicated follow-through and integrity, working with a sense of urgency to help ensure the needs of our customers are met.
• Spanish Speaking is an asset.
• Communications: You have exceptional written and verbal skills, have grace under great pressure and you understand that listening is the most important part of any conversation.
• Professional: You understand how to cater to your audience and ensure that the company and our values are well represented in a way that is meaningful to our customers.
• 2+ years experience in a customer-facing role.
• Fun: You are charismatic and can talk to anyone; you are flexible and excited to build something at DeepTrekker and help our customers to realize the same.
• 1+ years experience with invoicing and or using ERP/CRM tools.
• Creative: You have a can-do attitude, are naturally curious and always looking for ways to improve yourself and your environment. You can apply creative thinking to problem-solving for customers in the field.
• 1+ years experience providing technical or mechanical support.
• Team Player: You work well with a variety of personalities and jump at opportunities to support your colleagues and customers. You understand that being dependable is critical to supporting your team, other departments and customers that you will be interacting with.

Bottom Line? You love helping people, you take initiative and get a thrill from accomplishment.

Perks of working at Deep Trekker:

• RRSP benefits with a company match up to 5%
• Working on challenging and exciting projects
• Fun and flexible work environment
• Healthcare and dental coverage
• Working at a growing company

Deep Trekker is an equal opportunity employer, and we encourage applications from candidates of all backgrounds and identities. Applicants who require a reasonable accommodation to complete the application and/or interview process should notify us at [email protected].