Apcurium Group Inc. is a specialized mobile and logistics software developer. Its flagship product, Dispatch Science (www.dispatchscience.com) is geared for the needs of courier companies, parcel delivery companies and dispatchers. Cutting-edge algorithms help companies plan, execute, and fulfill their service, delivery, and dispatch operations while automatically determining optimal order assignments and routes.
Launched in 2018, Dispatch Science is growing quickly throughout North America and poised to start international expansion. Its talented and diverse team is eager to welcome a new member to lead tech support and customer service.
Are you passionate about solving customer problems? We are looking for a Technical Support Manager to lead our technical support team. This is a new role and you will leverage your past support experience to improve and reimagine our support tools and processes. The entire customer support journey, from first-level through escalations, collaboration with engineering teams, and issue resolution shall be yours to manage.
Providing remote technical support to clients, while ensuring a stellar client experience
Documenting and handling client requests using our issue tracking system, while prioritizing and following up proactively on open issues
Analyzing, diagnosing and solving technical issues, and escalating issues when required to the domain experts
Following up on issue statuses and keeping the clients informed
Providing basic training to clients on system features
Contributing to technical documentation for clients
Collaborating with engineering team to identify root causes of problems
Improving your technical skills and knowledge of Azure, SQL .NET and others
College degree in computer science, computerized systems, electronics, transportation logistics or a related field
2 to 3 years’ experience in technical support with external clients
Strong communication skills
Client-oriented approach based on respect and attention to detail
Investigative mind and problem-solving skills
Good organizational skills
Ability to efficiently manage priorities
Ability to work on multiple issues simultaneously, in a dynamic environment with changing priorities
Team player who enjoys working in a collaborative environment
Excellent spoken and written English with functional spoken French
On a rotation basis, must be available to work a few hours on evenings or weekends, to assist clients 7 days a week
AEC / DEC or Skilled Trade Certificate
Experience in the fields of high-tech, transportation, delivery logistics management
Experience implementing a ticketing system such as FreshDesk
Knowledge of Azure, SQL or .NET
We have a great team of talented people who are passionate about what they do. If you enjoy being innovative and surprising clients with creative solutions to complex problems, then this job is for you!
Other highlights of working at Dispatch Science, namely:
Casual dress environment
Develop your expertise, learn and progress
Free snacks and Beer Thursdays
Social benefits and insurance coverage
Strong emphasis on life/work balance
Great building with an open space concept
Office location close to public transit: Parc Station train & metro
Did we mention Beer Thursdays?