Customer Support Technician

OMT Technologies - Winnipeg, MB


Job Description

OMT Technologies, located in Winnipeg, is a provider of automation software for the radio broadcast industry, with clients across Canada, throughout the United States and internationally. If you are in Winnipeg or countless other cities in North America, you may be listening to your favourite radio station through OMT software.

Our software products are complex business solutions used by radio broadcasting clients (not consumers).

The Customer Support Technician position is the initial telephone or email contact point for our customers who are seeking technical education or operational assistance with our software products.

It is a critical role in our commitment to strong customer service. This role also works with our sales team to assist in product demonstrations and other product sales supporting activities.

The position responsibilities include:

  • Providing first line technical support via phone or email to our customers;
  • Providing customers with training on the use of our complex software, mostly remotely but at times at the client location;
  • Ensuring that the customer requirements are fully met in a timely, professional and satisfying outcome, as a key measure of personal performance;
  • Documenting the details, actions taken and follow-up requirements for all customer contacts added into our CRM;
  • Undertaking and coordinating our software installation on company or customer provided hardware
  • Coordinating customer installation projects from start to a successful conclusion, with proper supporting documentation;
  • Travel to customer locations, industry events and other locations is also required, once adequate skills levels have been achieved and demonstrated;
  • Support of our internal IT systems and desktops;
  • Act as a technical resource to our sales organization, aiding them with customer proposals.

As your knowledge, experience and influence increase, your role will migrate to include additional sales activities as part of our sales team.

Please note that a minimum of 1 year of business-to-business marketing programs, with ideally some direct sales experience, is required for your application to be considered.

Only applicants with the following mandatory experience, over a minimum period of 2 or more years, should apply:

  • In-depth familiarity and significant hands-on experience with the Microsoft Windows operating system;
  • Solid experience and understanding of computer hardware;
  • Installation of complex custom software onto the hardware platform and completing in-depth quality assurance testing before deploying the completed system to a client;
  • Significant customer training of technical custom software programs;
  • Providing technical support services to business customers in North America on complex software products through telephone contact and at the client location;
  • Strong written and technical documentation abilities in English.
Note:
  • Experience in Radio or TV industries will be a very strong asset.
  • A working knowledge of french will be an asset but not mandatory.
  • If you do not have the above proven experience, your application will not be considered.

You are an individual with a proven track record that confirms you are fully committed to outstanding customer service, even with a challenging client. Customers readily perceive you are caring, sincere and acting quickly to assist with their needs. You stay on task and accept full ownership of the client relationship and a fully successful outcome, from the customerís viewpoint.

If you have the required skills outlined above, and this opportunity matches your interest and experiences, please submit your resume to . Note that a cover letter must also be submitted along with your resume to be considered.

All applications are held in strict confidence. We thank all applicants for their interest, however, only those candidates that will progress to the interview stage will be contacted


OMT Technologies
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