Software Support Specialist - Canada

Location: Cobourg, ON
Company Name: iQmetrix

About iQmetrix:

With our retail POS and management solutions found in over 20,000 stores, iQmetrix’s software is designed to power wireless retail and simplify the complexities of today’s connected consumer. We support retailers who are focused on delivering a unique, personalized experience to their customers. You can find our offices across Canada and the U.S. Learn more about us at www.iQmetrix.com.

Job Description: iQmetrix’s Customer Support team are a group of passionate, detailed and technically driven people. We love solving our customers problems and Creating Great Experiences.

You will:

• Be the first point of contact to answer all client queries related to iQmetrix’s multi-product platform.
• Own the customer experience and work to exceed expectations. Strive to make every interaction a Great Experience.
• Always looking for solutions to problems and proposing improvements if something could work better.
• The ability to evaluate, troubleshoot, replicate, and escalate issues as required. Over time you’ll increasingly solve many of these issues on your own.
• Work closely with Client Managers and Development Teams on prioritization and communication of defects, hotfixes and any trending issues.

You are:

• A people person - you love talking to people on the phone and build a strong rapport with clients.
• An empathiser. You connect with clients in a genuine way that lets them know you care about their issues.
• A great teammate that can both follow and lead depending on the situation.
• Curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions.
• Able to adapt in a fast-paced environment and are willing to embrace change.

Qualifications:

• 2+ years Customer Service experience, ideally in a software/technology support role.
• Type 40+ WPM

What Does it Take to Be a Part of Our Team?

• Communication skills and emotional intelligence are key. iQmetrix is looking for someone who can listen to others and take multiple perspectives into consideration when making decisions decision.
• People who love what they do; they’re passionate about their work.
• With interpersonal skills, a team member can build strong relationships from scratch. We love that.
• Be humble. We’re on the hunt for, someone who is not afraid to admit their mistakes and work towards preventing them in the future.
• Thinks about the health of the company before personal agendas. Profit and loss are major influencers on organizational decisions and our team has to have the big picture in mind—always.
• Being a self starter is a huge asset. This means being able to dive into the work without fear of making a mistake.
• Flexibility, and the ability to adapt to an evolving environment, will go a long way at iQmetrix. Keep in mind: the iQmetrix team works in open, collaborative office environments. Successful people can thrive in this style of workspace.
• People who can stick by their decisions, since they did what they thought was best, will fit well into the iQmetrix team. These people are also not afraid to admit to and learn from their mistakes.

Want to Join the Team?

If you are interested in a career with iQmetrix and are committed to striving for success, please submit your resume and cover letter. We thank all applicants for their interest, however, only those selected for an interview will be contacted.