Customer Support Rep
Do you represent our company Core Values?
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.
Job Type: Full-time