CoLab Job Board

Technical Support Developer
St. John's or Remote, NL, Canada

Introduction

We are a team of problem solvers who are passionate about helping engineering teams build better products, faster. We take pride in our ability to continuously learn from each others’ unique skill sets and perspectives, and apply that knowledge to solve customer problems. Our rapid growth and continuing success means we have an opening for an experienced Technical Support Developer.

Company

CoLab helps design and manufacturing teams to streamline their processes and resolve issues faster by enabling real-time collaboration, design reviews, and issue tracking with teams around the world. The world's fortune 500 companies are looking to us to help bring the future to life and 2021 is the year to make it happen.

Finding people passionate about solving meaningful problems is our top priority, and having the drive and hunger to figure things out is key. We have intentionally created a culture where we value kindness, respect, teamwork and improvement.  CoLab is a place where you will be valued, rewarded, and have opportunities to grow in many ways. We value what you do and who you are. CoLab is a place where you can bring your whole self to work. Diversity and inclusion is extremely important to us and lived experience as a member of any marginalized community is considered an asset.

If you require any accommodation to participate in the recruitment and selection process, please advise at any point and we will work with you to meet your needs

Position

We are looking for an experienced Technical Support Developer to join our growing team. In this role, you will be the initial point of contact for our customers who need guidance troubleshooting or using CoLab. Our customers will rely on you to provide timely and accurate solutions to their technical problems.

We need someone who has customer support experience and a technical background to effectively manage our support channels while solving any customer issues. A strong technical background with a deep understand of web based applications would be considered an asset.

Required Skills

Responsibilities:


  • Providing help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance.
  • Handle customer requests, questions, and complaints on a variety of support channels.
  • Actively maintain and manage the customer helpdesk.
  • Support in the development of effective onboarding and training programs as well as other adoption and usage programs in consultation with the team.
  • Collect customer product requests and contribute to development prioritization.
  • Provide ongoing recommendations and serve as the voice of the customer to internal teams.


Requirements:


  • 3-5 years of proven experience in a customer support role with a technical focus
  • Comfortable working in and assisting others using Zendesk
  • Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions
  • Exceptional interpersonal skills with a broad range of external and internal teams
  • Ability to communicate effectively via phone, web conference, and in writing
  • Ability to thrive in a highly ambiguous environment - startup experience is a major plus
  • A strong technical background and experience with web application development

Know someone who would be a perfect fit? Let them know!