Join our energetic & growing team.

Help revolutionize an industry!

Water. There is no more important industry. This is your opportunity to work in the clean tech sector and to make an impact in our future.


Customer Support and Training Specialist

Do you want a meaningful role with a company that’s making a real difference? Do you want to be involved in one of the most important resource areas in the world today: water? Then join our energetic and growing team, and help us revolutionize an industry.

About Our Company

Founded in 2003, Aquatic Informatics provides software solutions that address critical water data management, analytics, and compliance challenges for the rapidly growing water industry. Aquatic Informatics is the trusted provider of water management solutions to over 1,000 municipal, federal, state/provincial, hydropower, mining, academic, and consulting organizations in over 60 countries that collect, manage, and process large volumes of water data.

Aquatic Informatics’ platforms include AQUARIUS analytics software for natural environments, WaterTrax compliance and electronic reporting tools for municipalities, and Linko software for the management of industrial pretreatment and hauled waste records. From source water through to receiving environment, our interconnected data management platforms drive the efficient management of water information across the water cycle to protect human health and reduce environmental impact.

Aquatic Informatics is headquartered in Vancouver, Canada and has offices in the US and Australia. Aquatic Informatics is one of the fastest growing clean technology companies in Canada. We value independent thinking, initiative, teamwork, a relentless pursuit of quality, a playful spirit, and a sense of humour. We like smart people – IQ and EQ – who care about the environment and want to do good in the world.

About the Opportunity

We are looking for an experienced Customer Support and Training Specialist to provide world-class technical support for our software products for both new and existing clients. The successful candidate will be ideally located in Hobart, Adelaide, or Brisbane.

The Customer Support and Training Specialist is responsible for solving/identifying technical and software issues, installing software packages/databases, answering the support phone line, and managing customer expectations. Support tasks may include configuring on-premise/hosted installations of the products, answering basic software application questions, documenting issues/bugs, and assisting customers with any technical issues. This is a client-facing role. As such, proper representation of the products and the company to the client is required, as is industry and software knowledge.

Principal accountabilities include:

  • Provide front-line technical support to customers by answering calls, virtual meetings, and emails with a focus on customer satisfaction and fast response times.
  • Review cases for technical complexity and make recommendations to team members for escalation.
  • Provide end-user product training in person, both domestically and internationally, and web-based.
  • Log all new/existing customer activities and track bugs/feature requests in the Salesforce database and development team database (currently JIRA).
  • Manage new customer set-up including creation of license keys and customer entitlements and initial product installation and training.
  • Maintain and continually develop an intimate knowledge and understanding of customer and industry requirements through on-going training and research.
  • Contribute to customer support documentation, training videos, and training course material.
  • Document workarounds and one-off procedures for communication to customers.
  • May include assisting with software testing, helping with project management, and/or maintaining systems and services in the office or in the cloud.
  • Contribute to additional projects as required.
  • On-call availability and support outside regular office hours.*

*Customer Support & Training Specialists may be required to cover “on-call” shifts as needed. This might involve answering calls via softphone or cell phone and working during non-standard work hours.

Education

Post-secondary education in Information Technology or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering, or equivalent combination of education and experience.

Experience

  • Experience in a customer support role.
  • Technical support and/or administration experience for enterprise software solutions.
  • Background in environmental science, hydrology, or water quality.
  • Available for periodic on-call work outside standard business hours to support Aquatic Informatics’ customers worldwide.
  • Ability and willingness to travel, both domestically and internationally.

Skills

  • Outstanding communication skills, both written and verbal.
  • Passion for sharing science and knowledge.
  • Ability to solve technical problems and prioritize diverse tasks that may cross multiple projects.
  • Self-motivated team player who thrives on new challenges in an evolving environment.
  • Solid understanding of database technologies such as Microsoft SQL Server and Oracle databases.
  • Ability and willingness to travel, both domestically and internationally.
  • Knowledge of networking and IT infrastructure.
  • Installation, configuration, and troubleshooting of Windows Desktop and Server operating systems.
  • Experience teaching group courses.
  • Software development experience.
  • Familiarity with Agile software development methodologies and tools.
  • Passion for sharing science and knowledge.
  • Keen desire to learn.

Compensation

We offer a competitive compensation package consistent with education/experience.

To Apply

If this opportunity sounds exciting, we’d love to hear from you. Please submit your application here.