MicroSurvey Support Representative

MicroSurvey software creates, markets and supports software and hardware tools that are used worldwide by land surveyors, civil engineers, construction professionals and forensic reconstructionists. MicroSurvey is based in Kelowna, British Columbia, Canada. We are seeking a new member for our support and development team with strong interpersonal and communication skills, an organized approach to seeking and documenting solutions to technical problems, strong research skills and familiarity with surveying practices, surveying calculations and CAD software. Experience with MicroSurvey CAD, FieldGenius and STAR*NET software will be a significant asset. Knowledge of geodetics, GPS technology and least squares adjustment, or a willingness to research and learn about these topics will be important.

Primary roles include responding to phone and email requests for assistance, updating company records about support interactions, creating video, text and web based training and marketing resources for the use of clients and staff members, and providing training in person and online. You will also work closely with our development team, identifying areas for product improvement and relaying client requests for new features and functionality.

This is an excellent position for a technologist or experienced field surveyor. The work familiarizes you with practices and geodetic problems throughout the world and allows you to gain experience with leading edge technologies. At MicroSurvey, we are praised for our familiarity with industry practices because of our hiring practices and we hope you can bring your experience with you to this interesting and challenging position.

MicroSurvey offers a competitive salary, bonuses and benefits package based upon your qualifications, and is a local business which has been based in the Okanagan for 30 years.

Job Description: Technical Support Representative:

Telephone and Helpdesk Customer Assistance
• Provide a friendly, courteous experience for customers and prospective customers when they reach the support department
• Respond to support emails via Helpdesk and receive support calls
• Contact customers to assist when requested by sales staff
• Offer solutions to well-known problems to customers, and follow up to ensure explanations were understood
• Troubleshoot and document software issues following a methodical troubleshooting algorithm
• Research solutions for newly encountered issues or required new solutions
• Maintain “ACT” client contact database
• Maintain Helpdesk articles and client database

Find and Diagnose Defects
• Verify and if necessary report defects when encountered during testing, support or training
• Identify “workarounds” as a short term solution for customers who have encountered defects.
• Suggest changes and methods for the improvement of our products

Quality Control
• Test new versions and updates
• Confirm bug fixes
• Maintain “Ontime” bug tracking system

Documentation and Training
• Assist with the development and proofreading of printed manuals
• Update Helpdesk technical articles and trouble shooter

Sales/Dealer/OEM Support
• Perform research to learn about new technologies and techniques
• Provide training and support for sales people and internal staff
• Communicate with prospects to assist in their evaluation of the software
• Assist prospects in transitioning from other solutions to MicroSurvey
• Attend trade shows or training sessions, which may include international travel
• Devise “advanced solutions” for prospects and customers that are beyond the core functionality of the software.
Contact Seller
Address:3500 Carrington Road
West Kelowna, British Columbia
V4T 3C1
Contact Employer
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Post Date:Apr 11, 2019
Exp. Date:May 11, 2019
Listing Type:Private
Ad Number:3256698