Novaflow Systems is a market leader in producing highly customized, state-of-the-art gravimetric dispensing solutions for the ink, printing, packaging, paint, and healthcare industries, and many niche industries since 1994. Located in Brockville, Ontario and acquired in 2017 by Corob S.p.A., headquartered in San Felice Italy, Novaflow is part of a truly global organization which sells, manufactures, and services both industrial and point-of-sale machines in virtually all markets. Novaflow has seen continued growth as we expand beyond North America into international markets, resulting in an expanding customer base. We are seeking applicants to join our customer support team as a Tier 1 customer support specialist. Summary of the Position Reporting to the Customer Support Team Lead, the Tier 1 specialist\xe2\x80\x99s primary role will be intake and logging of customer issues, provide entry-level troubleshooting, and coordinate with the support team to elevate and resolve issues in a timely manner. The Tier 1 support specialist will also participate in maintaining and revising documentation and training information for Novaflow\xe2\x80\x99 s custom-built dispensing solutions. The successful candidate will have a strong focus on customer service with an attention to detail. Multitasking and time management skills are essential to ensure customer issues are resolved in a timely manner. This is not a call center position. Key Responsibilities and Duties \xe2\x80\xa2 Respond to and log customer support requests submitted by phone, email, or live-chat from Novaflow customers throughout North America. \xe2\x80\xa2 As the initial point of contact, you will also provide entry-level troubleshooting of both hardware and software issues associated with our custom dispensing solutions. \xe2\x80\xa2 Provide excellent customer service, ensuring support cases are logged accurately and resolved in a timely manner. \xe2\x80\xa2 Coordinate with the support team and the engineering department to escalate support case to provide timely bug fixes or mechanical/pneumatic solutions to customer issues. NOVAFLOW SYSTEM Inc. 2/2

• Provide entry-level training for our custom Novaflow software and provide insights on how customers can integrate Novaflow into their existing processes. \xe2\x80\xa2 Assist in developing and maintaining training materials for both our software and hardware solutions. Essential Skills & Education \xe2\x80\xa2 Post-secondary accreditation in applicable fields or equivalent experience. \xe2\x80\xa2 Strong customer service and communication skills in English; multilingual considered an asset. \xe2\x80\xa2 Time management skills and ability to complete tasks in a timely manner. \xe2\x80\xa2 Adept in the use of the full suite of Microsoft Office applications. \xe2\x80\xa2 Familiarity with computer architecture, MS Windows, networking. Beneficial Additional Skills & Experience \xe2\x80\xa2 Familiarity with TSQL and MS SQL Server. \xe2\x80\xa2 Familiarity with electro-pneumatics, fluid dynamics. \xe2\x80\xa2 Customer support experience. \xe2\x80\xa2 Mechanical aptitude and troubleshooting skills. \xe2\x80\xa2 Working knowledge of software programming and methodologies. \xe2\x80\xa2 Experience working with and supporting a manufacturing environment. \xe2\x80\xa2 Networking and IT related knowledge. Benefits

• Dental care

• Extended health care

• RRSP matching

• On-site parking

Job Types: Full-time, Permanent Salary: $40,000.00-$50,000.00 per year Benefits:

• Dental care
• Extended health care
• On-site parking
• RRSP match

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift
• No weekends

Work Location: In person