Logo for Helm Operations

Technical Support Specialist

Helm Operations

Role overview

Qualifications

  • Diploma, Degree, or Technical Certification in a related field (or equivalent experience)
  • 4+ years providing technical customer support, ideally in a call-centre or helpdesk environment
  • Excellent English verbal and written communication skills required
  • Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint)

Responsibilities

  • Provide outstanding product support to customers and business partners worldwide
  • Analyze, prioritize, and resolve reported technical issues in a timely, SLA-compliant manner
  • Capture bugs and feature requests accurately and in sufficient detail for the development team
  • Record each customer interaction accurately and concisely in Zendesk

Key facts

Hard skills

Other skills

  • Microsoft Office
  • Customer Service
  • Quality Assurance
  • Problem Solving
  • Teamwork
  • Time Management

About the company

Helm Operations logo

Helm Operations

  • Logistics & Supply Chain
  • 51–200
Some of the best-run commercial maritime companies in the world trust their operations, personnel, maintenance, and compliance-related management to Helm software. Helm is based in Victoria, BC Canada and has customers around the world who operate a diverse array of commercial fleets, including towing vessels, harbor docking tugs, fishing vessels, water taxis, research vessels, tour boats, offshore supply vessels and ferries. Through Helm CONNECT, companies can bring efficiency, insight, and visibility into areas like dispatch and billing, personnel, maintenance, and compliance. Helm CONNECT software is different from other commercial maritime software. It’s designed for ease of use, which means better data going in and better reporting, oversight, and compliance for you. And because Helm CONNECT is configurable by the end user (i.e. you), you can set it up the way you want, to follow your own unique routines and inspections. Get started today with the easy-to-use software solution that's making waves in the commercial maritime industry. For more information about Helm, visit www.helmoperations.com
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Job description

Job Summary:

The Technical Support Specialist (TSS) at Helm Operations delivers world-class product support for users worldwide and internal stakeholders. We are looking for an experienced problem-solver who thrives in a digital environment, is driven to solve complex problems, and can transform technical information into understandable solutions. This role requires passion for helping customers, strong technical troubleshooting skills, and exceptional English communication skills. The TSS will be organized, a strong team contributor, eager to learn, and able to manage competing priorities in a fast-paced environment.

Job Description:

KEY RESPONSIBILITIES

• Provide outstanding product support to customers and business partners worldwide.

• Analyze, prioritize, and resolve reported technical issues in a timely, SLA-compliant manner.

• Capture bugs and feature requests accurately and in sufficient detail for the development team.

• Identify additional product or training needs and escalate to manager in a timely manner.

• Record each customer interaction accurately and concisely in Zendesk.

• Respond to all customer requests per agreed service level agreements (SLA).


REQUIRED QUALIFICATIONS

• Diploma, Degree, or Technical Certification in a related field (or equivalent experience).

• 4+ years providing technical customer support, ideally in a call-centre or helpdesk environment, with a track record of owning complex, escalated cases.

• Excellent English verbal and written communication skills required.

• Spanish and/or Portuguese an asset.

• Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).

• Ability to work varied shifts including on-call to support 24x7 coverage.

• Experience with Zendesk, Jira, and Confluence a plus.

• Interest in QA, programming, or automation highly regarded.


Worker Type:

Regular

Number of Openings Available:

1

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