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Technical Support jobs in Kitchener, ON

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    • Experience working in a hardware or technical product company.
    • Provide and assist customers with technical support through email, phone and remote support.
    • Multi-platform (Microsoft Windows, Apple macOS) support for desktop/laptop and mobile devices (Apple iOS and Android) hardware/software, operating systems,…
    • Resolve support issues in a prompt and efficient manner while escalating to the sales team, the support manager, or technical team members, when necessary.
    • Supports the Finance Division in any day-to-day activity regarding Oracle EBS Finance functions in working with senior management and business unit stakeholders…
    • Preparation and support for the user acceptance tests, including analysis and resolution of technical queries.
    • In Service support of Command+ Digital Solutions.
    • Preparation and support for the user acceptance tests, including analysis and resolution of technical queries.
    • In Service support of Mission+ Digital Solutions.
    • A passion for providing quality customer service and technical support.
    • 15+ years in a senior technical leadership position, including subordinate managers.
    • Providing advanced technical support to customers via phone, email and chatReproducing, troubleshooting and resolving customer issues related to the assigned…
    • Patience to support both technical and non-technical customers.
    • Experience in support or operations.
    • Receive practical and financial incentives for continuous…
    • Provide periodic supportability assessments& offer technical support mentoring to increase the customer's knowledge.
    • Previous experience working within a technical support or development environment.
    • You will be joining a team that provides world class technical support to a…
    • In this intermediate-level role, you will monitor production processes, investigate and resolve system and data-related issues, provide timely support to…
    • Provide technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
    • 5+ years of experience in desktop support, deskside support…
    • Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities…
    • Ensure technical support engineers are current with the latest upgrades and new releases.
    • Experience leading core Medium Voltage Drives support engineers.
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Job Post Details

Customer Support Technician - job post

Sienci Labs Inc.
4.0 out of 5 stars
Waterloo, ON N2V 1C6•Hybrid work
$55,000–$65,000 a year - Permanent, Full-time

Job details

Pay

  • $55,000–$65,000 a year

Job type

  • Permanent
  • Full-time

Location

Waterloo, ON N2V 1C6•Hybrid work

Benefits

Pulled from the full job description

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

Full job description

About Us:

At Sienci Labs, we’re committed to delivering outstanding products and service to our customers. We're a growing company in the hobby CNC space and are looking for a proactive, detail-oriented, and personable Junior Customer Support Representative to join our customer experience team.

If you’re adaptable to evolving product and production updates, as well as changing shipping and customs policies — and if you're passionate about helping people, staying calm under pressure, and solving everyday challenges — we’d love to hear from you.

Key Responsibilities:

  • Provide and assist customers with technical support through email, phone and remote support
  • Provide troubleshooting assistance using the resource pages and Zendesk Knowledge articles
  • Troubleshoot customer issues using the in-house CNC machines
  • Respond to customer inquiries regarding order status, shipping, and common product questions through phone and email
  • Maintain a strong understanding of our products and FAQs to guide customer interactions effectively

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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