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Technical Support Specialist jobs in Waterloo, ON

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    • Minimum 3 years of experience in a customer support role (phone and email support).
    • Experience working in a hardware or technical product company.
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    • Passion for providing quality customer service and technical support.
    • Troubleshoot technical and non-technical issues with the tools and skills after product…
    • Strong analytical, troubleshooting, and client-facing technical support skills.
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    • Provide on-site 1st level Incident and Request management support to IT end-users employees, with a particular emphasis and focus on first call and level…
    • 5+ years of experience in desktop support, deskside support, service desk, or technical support.
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    • On Call after business hours support is part of the duties of this role which rotates through five IT support staff on a rotating schedule.
    • Document solutions and contribute to a scalable technical knowledge base.
    • We may utilize AI tools to support our hiring team in notetaking, summarization, and…
    • They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.
    • We support new business by expanding the boundary of the product in select areas, and we provide a scalable technical support framework across a number of…
    • Communicate effectively with both technical and non-technical users.
    • Provide Level 1 and Level 2 technical support for internal users.
    • Provide phone and ticket support to customers with the goal of first touch resolution.
    • Work closely with other internal and external support teams as necessary…
    • Customer-Facing Technical Communication: Build credibility with technical teams and clearly communicate complex concepts, decisions, and next steps to technical…
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Customer Support Technician - CNC
Sienci Labs Inc.
·
4.3
Waterloo, ON N2V 1C6
•
Hybrid work
$55,000–$65,000 a year
Permanent, Full-time
Apply now

Job details

$55,000–$65,000 a year
Vision care, Dental care, Discounted or free food, Casual dress, Extended health care, Company events, Flexible schedule, On-site parking
Permanent, Full-time
Hybrid work in 120 Randall Drive, Waterloo, ON N2V 1C6

Full job description

Who We Are

At Sienci Labs, we're passionate about designing and supporting hobby CNC machines that help makers bring their ideas to life. As we continue to grow, we're looking for someone who enjoys diagnosing mechanical problems, understanding how machines work, and helping customers successfully build, operate, and maintain their CNC equipment.

This role is ideal for someone who likes solving real-world mechanical and technical challenges, whether that's helping a customer square their machine, diagnosing an electrical issue, or guiding them through software configuration. If you're naturally curious, enjoy hands-on troubleshooting, and can explain technical concepts in a clear and friendly way, we'd love to hear from you.

Who This Role Is For

This role is a great fit if you enjoy building, repairing, or understanding how machines work. Whether you've worked with CNC machines, automotive systems, woodworking tools, industrial equipment, robotics, or other mechanical systems, you'll likely enjoy the variety of technical challenges this position offers.

This is not an IT, networking, or software development position. While you'll assist customers with CNC software, the primary focus is diagnosing and solving mechanical, electrical, and machine operation issues.

Key Responsibilities

  • Help customers diagnose and resolve mechanical, electrical, and CNC software issues by phone, email, and remote support.
  • Troubleshoot customer concerns by recreating issues and testing solutions using our in-house CNC machines and accessories.
  • Guide customers through machine assembly, calibration, setup, maintenance, and operation.
  • Assist customers in using our troubleshooting guides, documentation, and knowledge base while identifying opportunities to improve those resources.
  • Answer customer questions about our CNC machines, accessories, orders, shipping, and general product information.
  • Develop and maintain a strong understanding of our products, common customer challenges, and best practices to provide accurate and practical guidance.
  • Stay current with product improvements, firmware updates, accessories, and production changes to ensure customers receive the most up-to-date support.

Secondary Responsibilities:

  • Coordinate missing/replacement parts with the shipping department
  • Modify and refund orders on WooCommerce based on customer requests
  • Generate quotes and invoices for institutions such as Schools, businesses or non-profit organizations that require Tax-Exempt status

Required Qualifications:

  • Minimum 3 years of experience in a customer support role (phone and email support)
  • Technically proficient with mechanical components
  • Strong diagnostic skills, able to troubleshoot mechanical, electrical and software issues
  • Experience using Zendesk or a comparable CRM system
  • Familiarity with shipping platforms such as ShipStation, UPS WorldShip, or equivalent
  • Strong written and verbal communication skills
  • Comfortable handling a variety of customer personalities and situations professionally
  • Strong organizational skills and attention to detail
  • Ability to multitask and manage time effectively in a fast-paced environment
  • Required in-office time to help fulfill customer support replacement/missing parts

Nice to Have:

  • CNC, Laser or 3d Printing experience
  • Understanding of gcode, CAM/Design software
  • Experience working in a hardware or technical product company

What We Offer:

  • Competitive salary based on experience
  • Health and dental benefits
  • Opportunities for growth within the company
  • Supportive and collaborative team culture
  • On-the-job training with room to develop your skill set

How to Apply:

Please submit your resume and a brief cover letter outlining why you’re a great fit for this role. We thank all applicants for their interest, but only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Discounted or free food
  • Extended health care
  • Flexible schedule
  • On-site parking
  • Vision care

Work Location: Hybrid remote in Waterloo, ON N2V 1C6

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