Technical Customer Service Supervisor

Are you looking for an opportunity where you can flex your Customer Service skills while being a part of a team that you love to work with?

Are you an energetic professional who enjoys seeing team relationships grow and strengthen?

At DiCAN we're committed to learning and continuous growth within the Company. We foster a great culture of people who want to work hard and produce outstanding results. For us, culture is paramount. We are seeking a dedicated and experienced Technical Customer Support Supervisor to join our team.

Position Summary

The Technical Customer Support Supervisor provides consistent support to our customers and internal team members across the lifecycle of a customer. Responsibilities include customer support, training and onboarding, and technical and product support. The Technical Support rep acts as Subject Matter Expert on DiCAN products and supports the team in understanding, installation, functionality and troubleshooting our products.

This is a full-time, 18-month contract with the possibility of an extension.

List Of Main Responsibilities

Technical Support- 35%

• Oversee customer tickets in CRM to ensure timely responses.
• Communicate with customers in case of extended ticket resolution time.
• Assist the Sales Team in accurately quoting clients on their fleet by ensuring hardware requirements are met using internal forms.
• Assist the Support Team with complex or challenging tickets.
• Initiate troubleshooting processes for hardware issues and initiate RMA (Return Merchandise Authorization) process when required.
• Provide training to new installers and educate them on new features or changes.
• Assist installers during installations/service calls by answering questions, verifying successful installations, creating custom scripts, and troubleshooting.
• Prepare hardware products for the installation, including firmware updates and database setup.
• Answer customer support phone calls and provide technical assistance (shared duty with other Support Team staff).
• Respond to customer emails regarding support queries.
• Coordinate with supplier Support if our team cannot resolve an issue, and escalate it as necessary.

Training & Support – 35%

• Coach team members to improve their service skills.
• Help the team set priorities for the day.
• Facilitate weekly ticket meetings to update the team on ongoing tickets.
• Assist the team in meeting service level agreements (SLAs).
• Provide training to customers on software usage, including initial training and any required follow-up sessions.
• Train staff on new products, both hardware and software.
• Provide continual training on new software or features.

Product Knowledge- 10%

• Read user guides and manuals.
• Stay well-informed about the products we support, including changes to the Customer UI and installation methods.
• Complete any required certifications from suppliers and ensure internal team members are certified/re-certified as needed.
• Maintain communication with Channel Partner Managers and key staff from Suppliers.
• Stay certified and up-to-date in CRM software (Ticket Management).
• Communicate changes to staff, sales, marketing, and finance teams as applicable.
• Stay updated on troubleshooting and RMA policies from our suppliers.
• Attend conferences, webinars, and research community forums and materials related to product support.

Onboarding- 15%

• Work with customers to facilitate their onboarding onto Geotab, including vehicle list management, user list setup, groups, and integrations.
• Collaborate with the scheduling department to ensure timely product delivery and setup before installations.
• Attend regularly scheduled onboarding meetings and run them when the project manager is unavailable.
• Create and update an Onboarding document for new customers.
• Maintain a database and log information on the service SharePoint.
• Keep Asana up to date on completed tasks as they relate to onboarding.

Administration- 5%

• Support the sales team with configuration needs.
• Actively participate in new product assurance testing to validate suitability for customer use.
• Conduct Sourcewell Reconciliation.
• Manage time sheets.
• Assist the scheduling department with install timelines and participate in weekly meetings to review upcoming product needs for installations.
• Provide oversight for hardware orders, maintain inventory, and ensure the availability of required hardware for installs.
• Review and populate the asset list for Request for Proposals (RFPs).
• Review incoming airtime invoices from Smartwitness, Zenduit, and Telna.

List Of Key Qualifications

• Experience with mechanical electronics is considered an asset
• Motivated, enthusiastic, and flexible attitude, with the ability to work as a team player
• Proficiency in research and data collection to understand the root cause of issues and their resolutions
• Strong sense of responsibility and ability to complete tasks with minimal supervision (initial training and support is always provided)
• Ability to analyze problems, ask insightful questions, and quickly identify the best solutions
• Strong work ethic and positive team attitude
• A minimum of 2 years of work experience in a customer service setting or demonstrable skill and experience acquired through education
• Excellent listening skills with the ability to engage empathetically
• Experience with CRMs is an asset
• Impeccable written and oral communications skills
• Committed to ensuring customer success
• Comfortable communicating with customers over the phone and via email.
• 1-2 years of leadership experience

Company Summary

DiCAN is a growing company located in the Niagara Region that specializes in Safety and Management software for fleets of all sizes. We are a Canadian-owned and operated business that thrives on integrity and teamwork.

Instructions On How To Apply

Qualified applicants are encouraged to send their cover letter and resume no later than July 28, 2023. This position has a planned start date of September 4, 2023.

Accommodations are available on request for candidates participating in the selection process; please let us know if you require a specific accommodation.

DiCAN is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status or any other class or status in accordance with applicable federal, provincial and local laws.