Technical Customer Success Representative
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Job Title:
Technical Customer Success Representative
Job Type:
Permanent full-time
Number of Positions:
1
Job Post Link:
Job Description:

Ready to work with Vancouver’s best-kept secret? Clients around the globe. Industry leaders in a booming market. Monthly BBQ lunches and beer Fridays to boot. To top it all off, great leadership with our CEO being a finalist for Ernst & Young’s 2019 Entrepreneur of the Year. Yes, it’s the perfect time to jump on this rocket-ship.

We are growing and are looking to add a Technical Customer Success Representative to our Customer Success Team. Joining our “we-first” bunch you’ll have the chance to grow together with our company in a very exciting industry. In this role, you will develop concepts, design, prototype, test and prepare innovative products for production. You will be responsible for a large portion of the product development cycle for new innovations in the cannabis space.

Eager to Know More? Check out twistertrimmer.com

At Keirton we build world-class innovative products. At the same time, we’re growing very fast and building a world-class team to take our company to the next level. We’re working to build a company culture that is fun, supportive, and energetic, and that makes a positive impact on an ever-changing industry. We believe that anyone can make something good, but it takes a team of amazing people who share a passion for improvement, integrity, and innovation to make something great.

What We Value

Hit them with WOW: Excellence

Pursue a better way: Improvement

Achieve together: Teamwork

Never, ever, ever give up: Tenacity

Honour our word: Integrity

What You’ll Do

  • Maintain jovial relationships with clients
  • Provide high-quality customer service to all customers
  • Research and identify solutions to product issues
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track product issues through Salesforce case management tool
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Second and third-tier tech support team members, Engineering, Quality Assurance)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their products are fully functional after
  • Document technical knowledge in the form of a solutions database
  • Perform occasional site visits to customers for service and/or training as required
  • Work with internal teams, including sales, production, logistics, engineering, supply chain and quality

Who You Are And What You Need To Succeed

  • Mechanical Technologist Diploma
  • Great customer service skills
  • Strong communicator – both verbal & written
  • Positive, upbeat and have a contagious energy
  • Adaptable & coachable
  • A team player
  • A can-do attitude
  • Knowledge of our product line
  • Knowledge of the industry
  • A passion for helping people grow!

What We Offer

  • A competitive salary based on experience
  • Quarterly SMART Goals Bonus Program
  • Profit-sharing Annual Bonus Program
  • Extended Medical Benefits
  • RRSP matching contribution after 1 year
  • An environment that supports growth and mental health
  • Amazing culture and place to call work

Note: Only selected candidates will be invited to an interview.

Candidate Qualification:
Candidate Experience: