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Jobs at Standard Innovation

Technical Customer Support Specialist - Mobile

Location: Ottawa, Ontario, Canada

Department: Customer Support

Type: Full Time

Min. Experience: Entry Level

Standard Innovation is a world leader in designing and manufacturing high-quality, body-safe, eco-friendly intimate products. Our brands include We-Vibe®, creator of the original and signature couples vibrator. The full line of We-Vibe products is available in thousands of retail locations in over 50 countries. Standard Innovation is a Canadian company dedicated to shaping the future of sexual health and wellness.

We’re seeking a customer oriented, tech-savvy Technical Customer Support Specialist to join our Customer Support team to provide first-rate technical support and customer service via email or phone. You’ll also work closely with product development teams to assist with product verification activities to ensure delivery of high-quality products.

In this role you will:

  • Answer main Standard Innovation telephone line and handle initial customer calls or direct calls to the appropriate individual; main office reception and greet visitors
  • Provide outstanding technical and product support to our customers by phone and email
  • Troubleshoot customer issues with our products and our We-Connect app to resolve issues
  • Assist customers to make warranty claims; answer customer questions and assist in processing of return of products
  • Respond to customer questions related to online purchases at we-vibe.com
  • Participate in product verification activities with our Product Development team; test and evaluate new versions of the We-Vibe App(s) and our products and work with development teams to resolve issues found;
    • Execute manual and automated tests to certify software and hardware
    • Document results and track all bugs found
    • Work with development teams to ensure bug and issue resolution
  • Assist with development of internal software and hardware test tools.
  • Communicate end-user issues to the development team for resolution (as applicable)

Your qualifications:

  • Diploma in a hardware or software related discipline or a combination of technical education and experience
  • Previous experience in a customer service role, ideally providing support for software, mobile apps or mobile devices
  • Tech-savvy - you have excellent troubleshooting skills and are highly proficient in the use and troubleshooting of smartphones and mobile apps;
  • Knowledge of software and mobile apps; some experience testing and/or supporting web or mobile apps is an asset
  • Good knowledge of mobile platforms iOS and Android; Basic app development or QA experience on iOS or Android a plus
  • Excellent customer service skills with a patient, pleasant, calm personality
  • Excellent verbal and written communication skills in English with the ability to translate technical information for non-technical customers
  • Detail oriented and organized with excellent time management skills
  • Curious with a fun, positive, can-do attitude; comfortable dealing with adult intimacy and sexual wellness products

If you are a fun, customer oriented, tech-savvy individual, send us your resume. We'd love to have you join our team! 

Accessibility:
At Standard Innovation we are committed to fostering an inclusive, barrier-free and accessible environment. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require an accommodation, please notify your Recruiter once you have been selected for an interview.

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