Field Support Technician
Toronto, ON, Canada
Job Description
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About the role You will be the front line of support for our customers, ensuring the successful use of Brickeye\xe2\x80\x99s products in construction projects. You will troubleshoot and resolve customer issues, manage support tickets, and host remote training sessions. Additionally, you will coordinate with third-party field installers, provision and commission sensor devices, and handle RMA returns. Your goal is to ensure our customers couldn\'t imagine their job site without Brickeye\xe2\x80\x99s product.
Responsibilities
- Troubleshoot and resolve customer issues, triage customer issues to internal teams, and document and manage support tickets
- Ensure the successful use of the product in construction projects
- Be a know-it-all for the product, host remote training sessions with customers, and answer any questions from customers
- Collect customer feedback, document feature requests, and participate in internal product reviews
- Drive revenue by ensuring our customers continue to use Brickeye\xe2\x80\x99s product because they couldn\xe2\x80\x99t imagine their job site without it
- Coordinate with 3rd party field installers to complete installs in the field
- Provision and commission sensor devices on the dashboard, set up software
- Manage RMA returns
- Install and maintain sensors and network equipment
- Complete service installations, repairs, and surveys on construction sites
- Communicate and maintain accurate service records and field service reports
- Troubleshoot technical problems and issues, determine technical solutions
Requirements:
- Minimum a college diploma in a technical program
- 1+ years of professional work experience in construction or a related field
- Tech savvy; capable of figuring out how electronics work and helping others who are not tech savvy
- Excellent communication skills; able to explain complex technical concepts for the average person to understand
- Ability to analyze data using Excel spreadsheets or similar tools
- Excellent interpersonal skills
- Willing and able to work in a startup environment
- Willing and able to follow construction site safety procedures and maintain safety training
- Willing and able to travel as required for work, up to 20%, including international travel (within North America) where required
- Must have a valid driver\xe2\x80\x99s license
- Ability to work overtime and flexible hours
Assets:
- Experience with wireless and/or sensor technologies
- Experience in designing Zendesk workflows and writing Guide articles
- Experience with JavaScript
- Experience working with SaaS products
Your opportunity at a glance:
- Work directly on construction sites, ensuring the integration and functionality of cutting-edge IoT technology
- Play a crucial role in customer satisfaction and product success, influencing product development through feedback
- Engage in a dynamic startup environment with opportunities for growth and learning
- Travel within North America to various construction sites, expanding your professional network and experience
- Be part of a team revolutionizing the construction industry with innovative digital solutions
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Job Detail
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Job IdJD2307402
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationToronto, ON, Canada
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EducationNot mentioned