Customer Support Representative

Shearwater Research Inc. - Richmond, BC (20 days ago)

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Customer Support Rep

Do you represent our company Core Values?

  • Really, really care about our customers
  • Continuously improving
  • Energized to Succeed
  • Treat everyone with respect

Personal Attributes

Dive enthusiast, preferably technical diving

Loves to talk to divers about our favorite past-time while helping them solve a problem

Driven to ensure our customers have the best possible experience when dealing with us

Must enjoy working in a lively, sometimes hectic environment

Must be a team player and willing to pick up the slack and tackle what needs to be done

Problem solver able to work in interrupt mode and never drop balls. Organization is key.


Excellent English verbal and written communication skills (other languages an asset)

Familiarity with business programs such as Outlook, MS Word, Excel and PowerPoint

Develop working familiarity with Microsoft Nav order entry, RMA and invoicing features

Develop a deep knowledge and understanding of our product features and user interface. Develop the ability to identify what problem the customer is actually having and help them, or refer them to someone that can assist them

Problem solving ability (proactive, positive and self managed)

Understanding of basics of decompression theory, gas planning, etc.


Respond to customer issues

Create RMAs and manage them through the shipping & service process in Shearwater

Coordinate with service centres – providing support for both Service Centres and customers

Backfill sales admin/order processing position as necessary for vacation and sick day coverage

Second on the phones

Keep a close eye on info email/tickets and to ensure customers receive answers within our mandated maximum of 1 business day

Attend monthly service center meetings to become familiar with quality issues and trends in the field

Provide assistance to the Sales & Marketing team as needed

Advocate for the customer within Shearwater

Provide feedback as a diver to Engineering team

These are some of the benefits Shearwater employees enjoy.

  • Group RSP with company matching contributions 100% up to an annual maximum of $2500
  • Vacation at 2 weeks/yr for first two years, 3 weeks/yr beginning in third year
  • Enhanced Health and Dental medical plan $3,500 for married/$1,750 for single (extremely flexible plan, no co-pay or monthly fee)
  • MSP covered 100% for staff and immediate family
  • 5 personal days per calendar year (paid out if not used)
  • Diving – open water, dry suit and advanced covered; possibly more as approved by manager
  • Training available to all staff
  • Toastmasters - $500 bonus for completing competent communicator; dues paid for first yr while completing.
  • Quarterly social events like bowling, attending baseball games, Christmas party, summer BBQ's, etc.
  • Fresh fruit and nut deliveries weekly
  • Flex time for office staff
  • First-come, first-served for vacation requests
  • Possible yearly bonuses based on the annual financial performance of the company

Job Type: Full-time


  • Dive Industry: 1 year (Preferred)