Technical Support Agent Jobs

About DDS Wireless

DDS Wireless International celebrates 35 years as a leading provider of transportation industry solutions. We are an innovative developer of software as a service (SaaS) products and services and wireless hardware devices for the Transit and Taxi market segments. We have a global presence with offices in Richmond, BC, Canada; Redmond, Washington, USA; Oxford & Cambridge, United Kingdom; Stockholm, Sweden; and Tampere, Finland.

About the Role

We are looking for an enthusiastic, self-motivated, customer service-oriented Technical Support Agent with a strong technical background and ability to learn new technology quickly, who will help manage and “nourish” the relationship with our customers. Working in the Customer Experience team, the role will be customer facing and responsible delivering timely customer care in a mission critical environment.

Responsibilities:

• Follow customers security protocols concerning access and data.
• Provide coaching for customers reaching out for product support.
• Learn the systems end-to-end to support customers with their issues and product requirements.
• Maintain records of monitoring and issue response activities.
• Develop strong customer relationships building on quality, reliability, trust and a “customer first” attitude.
• Develop expertise with deployed in-vehicle devices to provide tier 1 support.
• Conduct training sessions for in-vehicle hardware and SaaS software.
• Provide excellent technical support to our valued customers.
• Deploy technical projects and execute on project deliverables while working independently and through collaboration with relevant departments.
• Prioritize and manage time related to customer support and competing work assignments.
• Inquire, assess, and diagnose customer issues to resolution.
• Load, configure and trouble-shoot in-vehicle device operating system and applications.
• Monitor AWS hosted SAAS solutions and in-vehicle hardware systems.

Skills & Qualifications

• Familiarity with customer relationship management (CRM) systems and practices (Salesforce Service Cloud preferred).
• Ability to communicate, both verbally and in writing with customers and internal groups.
• Knowledge and experience with mobile hardware technology and enterprise or SaaS systems would be an asset.
• 2 + years of SQL server experience
• Bachelors Degree in Information Systems or equivalent experience
• Excellent customer service skills and experience is essential.
• 3+ years Windows Network Support experience
• Work independently and know when to access internal resources to enable timely technical support.
• Project management and organizational skills to manage multiple tickets and issues.

Technical Environments

• Enterprise SaaS systems
• Amazon Web Services
• DataDog Cloud Monitor
• Adobe
• Salesforce CRM
• Atlassian Jira
• AWS Cloudwatch
• Atlassian Confluence
• Android OS
• Slack

Hybrid Work Model:

We have implemented “Remote Work Policy” for employees to work 1-2 days remotely for better work life balance and have flexibility with the schedule. Every employee is eligible under this policy upon completion of probation period

We offer a very attractive and competitive compensation package which includes a comprehensive benefits package, combined with variety, challenge and scope to develop your career in this fast-moving international organization

*Depending on qualifications, the successful candidate may be offered a position at a more appropriate level

*Applicants must have legal authorization to work in country in which the position is based with no restrictions

*All positions require background screening

DDS Wireless International values diversity, equity, inclusion and belonging we invite applications from all qualified individuals regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. DDS Wireless International provides an accessible candidate experience. If you need any accommodations throughout the interview process, please let us know.

We thank all who apply; however, we will only be in contact with those considered for an interview and please no agencies.