Field Installation and Customer Support Technician

Nuvoola AI is a company specializing in artificial intelligence based in Quebec, Ontario and New Brunswick. We are the market leader in artificial intelligence (AI) applied to vision, voice and data exploitation, implementing solutions for supply chains, logistics including the road, rail and maritime transport industry, for various markets. We strive to optimize business processes through numerous automations and solve operational problems with our interactive kiosks, offering visibility, fluidity and resilience SaaS solutions for managing the flow of goods and services.

We are a recognized and talented team partnering with the best in the industry and take serious proud of helping our customer reduce their operating cost, be more competitive while improving their overall efficiency.

We offer a stimulating, high technology work environment and state-of-the-art projects, coupled with professional development and continuing education with access to international conferences and sophisticated work equipment.

Nuvoola subscribes to the principle of equal access to employment and promotes the diversity of the workforce.

Please apply via https://www.nuvoola.com/company#careers

Job Description

Are you passionate about creating sustainable solutions using AI and cloud technologies?

As the Field Installation and Customer Support Technician at Nuvoola AI, you will be recognized as an integral part of the customer support excellence team. You will work very closely with our customers and partners off and onsite.

Your Role in Our Team

• Ensure that customer issues are resolved effectively while maintaining a high level of customer satisfaction.
• Respect support procedures, best practices, and work processes.
• Lead deployments on customers sites, troubleshoot issues onsite, work around networking and connectivity issues (switches, firewalls, cameras, intercom, etc.);
• Lead incident resolution as well as incident management.
• Lead Problem Management sessions to continuously improve customer service.
• Constantly review our technical solution monitoring and provide input into what/where we should adjust to proactively prevent customer experience degradation.
• Help with quality assurance of service.
• Collaborate with product, development, and strategic solutions teams to enhance the customer experience through improved workflows and product feature requests.
• Order and prepare material and accesses for new employees.
• Help improve communication with colleagues and clients by identifying missing articles and content for troubleshooting, creating internal documentation, and providing suggestions and helping to improve the technical knowledge base as well as the quality of responses support.
• Communicate observations on changes and trends in management, quality assurance and product development.

Essential Skills & Qualifications

• Bachelor Degree or valid experience;
• Exceptional communication and customer contact skills (English and French);
• Professional experience of at least 5 years in a Technical Customer Support role;
• Experience working directly on customer sites, troubleshooting problems onsite with the assistance of other team members;
• Great Networking skills and experience with switches, firewalls, cameras, CCTV, Intercom, etc.;
• Hands on experience with tools such are Jira Service Management, ServiceNow or Zendesk to provide operational support to internal and external customers;
• Experience supporting Software, Infrastructure and Cloud technologies;
• Flexible working hours as our customer use our solutions 24x7;
• Great ability to manage multiple priorities in a constantly changing environment;
• Knowledge of the technology product development sector;
• Ability to communicate in a professional and respectful manner of all levels (from employees to “C” level managers);
• Great presentation skills, commands professional respect when entering a room (he / she represents the image of Nuvoola AI);
• Dynamic, positive attitude.

Why work at Nuvoola AI?

We Offer

• A flexible work environment where anyone can work from home or the office.
• A stimulating work environment working on state-of-the-art projects.
• Professional development and continuous education with access to international conferences.
• Group insurance offered after 3 months of service.
• A new workspace offering:
• Large cafeteria and terrace to enjoy the beautiful summer days;
• Gym and showers available to employees;
• Rest area with pool table, game tables, environment conducive to good times as a team, etc.;
• Onsite parking;
• Adjacent to the Richelieu River, if attached to our office on the South Shore of Montreal, Quebec;
• Restaurants and other useful shops nearby.

We thank everyone for their interest, but only successful applicants will be contacted.

Designated Work Area

Hybrid onsite work at the Richelieu (QC) office and remote work.