Customer Service · NH, United States
Formed in 1997, Canary Systems is a forward-thinking technology firm located in the beautiful Lake Sunapee region of New Hampshire. We specialize in civil engineering related monitoring and instrumentation applications and operate in several markets including construction, mining, geotechnical, industrial, and public infrastructure. Risk management is a growing market. Our unique products and services (our software in particular), has positioned us as a worldwide leader in these markets. With additional locations in Arizona, Tennessee, California, Colorado, Canada and Indonesia, there are many opportunities within the company for learning and personal growth.
We have an open position for a Customer Support Specialist. This person is reporting to the Support Group Manager and will serve as the first point of contact for customers and employees seeking technical assistance through our ticketing systems; JIRA and Zendesk.
Responsibilities Include:
Manage Zendesk and JIRA tickets in a timely manner
Work closely with Project Managers and clients
Record events and problems and their resolution in tickets
Pass on any feedback or suggestions by clients to the appropriate internal team
Run diagnostics to resolve client reported issues
Document client interactions
Respond to client issues via phone or email
Ensure timely response to client support issues
Follow-up with clients to ensure issues are resolved
Provide hardware and software training
Monitor client systems and databases
Expertise Required:
Experience with ticketing and workflow management systems (such as JIRA, Zendesk)
Microsoft Workstation (Windows 10, 11) and Server OS’s (2012, 2016, 2019)
Excellent oral and written communication skills
Detail oriented to keep detailed notes on tickets
Highly organized to keep Help desk tickets in order
Ability to diagnose and resolve basic computer technical issues
Person Best Suited to Position Will Be:
Highly organized
Detail oriented
Self-motivated
Excellent communicator
Quick learner
Strong troubleshooting skills
Common sense
What We Offer:
Work in a highly motivated team of professionals
Career and growth opportunity
Competitive salary and benefits
Work in a beautiful area of the country with many recreational opportunities
Flexible work environment with "work from home" options available
Benefits:
Health insurance
Paid time off
Life & Disability insurance
Retirement contributions
Parental leave
Bonus Pay
Volunteering PTO
Fitness Reimbursements
Other
Salary commensurate with education and experience. We are an equal opportunity employer.
No phone calls please.