DDS Wireless celebrates 35 years as a leader providing 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:
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Provide excellent technical support to our valued customers.
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Develop strong customer relationships building on quality, reliability, trust and a “customer first” attitude.
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Learn the systems end-to-end to support customers with their issues and product requirements.
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Deploy technical projects and execute on project deliverables while working independently and through collaboration with relevant departments.
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Monitor AWS hosted SAAS solutions and in-vehicle hardware systems.
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Develop expertise with deployed in-vehicle devices to provide tier 1 support.
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Conduct training sessions for in-vehicle hardware and SaaS software.
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Maintain records of monitoring and issue response activities.
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Inquire, assess, and diagnose customer issues to resolution.
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Follow customers security protocols concerning access and data.
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Load, configure and trouble-shoot in-vehicle device operating system and applications.
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Provide coaching for customers reaching out for product support.
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Prioritize and manage time related to customer support and competing work assignments.
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Provide Tier 1 24 X 7 Customer Support with understanding and empathy to system issues.
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Entering Tier 1 tickets into Salesforce and track tickets to completion.
Skills & Qualifications
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Bachelors Degree in Information Systems or equivalent experience
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2+ years of SQL server experience
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3+ years Windows Network Support experience
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Work independently and know when to access internal resources to enable timely technical support.
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Excellent customer service skills and experience is essential.
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Ability to communicate, both verbally and in writing with customers and internal groups.
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Knowledge and experience with mobile hardware technology and enterprise or SaaS systems would be an asset.
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Project management and organizational skills to manage multiple tickets and issues.
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Familiarity with customer relationship management (CRM) systems and practices (Salesforce Service Cloud preferred).
Technical environments:
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Enterprise SaaS systems
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Salesforce CRM
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Amazon Web Services
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AWS Cloudwatch
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DataDog Cloud Monitor
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Slack
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Atlassian Confluence
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Atlassian Jira
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Android OS
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Adobe
Hybrid and Flexible Work Arrangement
We offer hybrid and flexible work arrangements to provide an opportunity for our employees to explore the benefits of working both from home and at the Company’s physical office.
We offer a competitive performance-based compensation package and 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. No phone calls or agencies please.
