E-SMART Control Hiring for Technical Customer Support at Montréal, QC Full Time

ABOUT US

E-SMART bridges the gap between the autonomous vehicles of tomorrow and the equipment of today. E-SMART’s mission is to make roads safer.

E-SMART offers a driver assistance system that actively limits speed to fleets of vehicles in real time. With innovative technology, a vehicle equipped with E-SMART respects speed limits at all times thereby reducing exposure to and severity of accidents, eliminating speeding violations, improving CSA scores, and reducing susceptibility to litigation and liability. Geo-fencing capabilities allow the control of a fleet’s speed in designated areas such as yards, distribution center, approaches to low bridges. Security is increased with the ability to immobilize stationary as well as moving vehicles.

ABOUT OUR OFFER

· Group insurance program

· Personal days

· Relaxation area with ping pong table, foosball and chess board

· Free parking with electric car chargers

· Easily accessible by public transportation

· Social activities within the company

· Unlimited coffee and tea

· Company-provided cell phone

This position is primarily remote, but you must be available to come into our offices in Ville St-Laurent on a regular basis to collaborate and exchange with your colleagues in other departments.

ABOUT YOU

You are a highly motivated and autonomous person, who is comfortable exercising judgement when making critical decisions and who demonstrates a sense of ownership. Candidates who have worked in truck dealership parts departments are most welcome for your troubleshooting and customer service experience. You also have the following assets:

· 2-3 years of Customer Support, Technical Support and/or similar area of focus

· Excellent communication skills in English with proven ability to express complex ideas in a simplified logical manner

· Experience in the Technology Industry and/or degree in computer science, engineering or related field considered an asset

· Experience with Salesforce considered an asset

· Demonstrated ability to learn new tools, software and technologies quickly

· Ability to perform work in a low supervision environment

· Effective decision-making and problem-solving skills

ABOUT THE OPPORTUNITY

Our customer list is growing, and so must our Customer Support team! Working in Technical Customer Support, you will be a trusted front-line expert who is empowered to provide information and solutions to existing and potential customers regarding the full E-SMART product and service range. You will be the first contact for our customers who need a truck immobilized, who need help with installation of our E-SMART device, who need assistance after one of their drivers has tried unsuccessfully to pass under a low bridge, etc. You will lend support to your team by preparing geofencing areas for new and existing customers and by creating reports following a vehicle accident, for example. You will also collaborate with our research and development team by participating in beta testing and giving feedback on new features.

· Respond to client inquiries and support questions by phone, email and through our support case management system;

· Diagnose, update and fix customer issues remotely along with providing phone/e-mail support and guidance;

· Ensure that customer requests are documented, tracked and resolved in a timely manner;

· Escalate urgent issues that require more expertise to resolve;

· Work closely with the Sales Team and Engineering Department;

· Manage customer accounts with open and interactive communication;

· Help build and improve the Customer Support team, along with related processes.

E-SMART is a dynamic and growing company with an ambitious and passionate team. We live in a fast-paced environment where new challenges and opportunities arise at every turn. For this reason, we make it our purpose to find driven individuals to join our team. Ownership, Passion, teamwork, innovation and customer-driven are crucial values that we live by, and we encourage growth and communication in all facets of our work. If you believe that you share the same passion as the E-SMART family, then we encourage you to apply!

E-SMART is an Equal Opportunity Employer

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Tuition reimbursement
• Wellness program
• Work from home

Schedule:

• Day shift
• On call

Experience:

• customer service: 2 years (required)