QRA's mission is to enable humans to define, refine, and develop their intent when building the world's complex cyber-physical systems. Our team of missionaries believe in our mission, care for each other, and strive to exemplify our core values of Tenacity, Agency, and Openness. If you are looking for a place where you can grow, where you are encouraged and helped to develop your skillset and your career, apply today!
We are looking for a IT and Deployment Specialist to help us work closely with our clients and deploying and onboarding users.
Our customers span the Medical Device, Automotive, Oil & Energy, and Aerospace industries. They build complex and complicated systems that are almost always a blend of software and hardware.
Who you are
You have a passion for customer service, including managing client relationships through deployment. You can work in a fast paced, hands-on, time sensitive role. Customer success is the ultimate goal, and you have the ability to be the customer advocate and manage any escalated situations and evolve measurable support and services processes and methodologies to ensure operational excellence and customer satisfaction.
The Problem Solver
A big part of your job will be solving problems. You must enjoy the problem at least as much as the solution. You will be working closely with Sales, Product and Engineering and you will need to be able to understand the problem as well as evaluate solutions. Identifying and reporting issues that impact the end-user experience is crucial in this role.
The Customer Support and Deployment Superstar
As a Deployment Specialist you will consistently be ensuring customer service excellence and response times by actively monitoring support emails/ incidents and ensuring all tickets are resolved in a timely and comprehensive manner. A focus on regular client communication is key in this role.
As a growing company, it is important to solve problems quickly because a new set of problems is (always!) just around the corner. In this role you will solve problems in a practical way. Wasting time is not in your personality. Listening to clients is key in this role. Continually improving best practices, methodologies, services, and support processes by establishing and monitoring clear objectives with a focus on operational excellence. You will be responsible for implementing proactive monitoring solutions to identify potential issues before they impact customers, minimizing downtime.
The IT Systems Wizard
In this role the IT and Deployment Specialist will monitor and maintain customer IT systems, ensuring they are up-to-date, secure, and optimized for performance. You will provide timely and effective technical support to customers, addressing issues, troubleshooting problems, and resolving technical challenges.
Working cross functionally with sales, marketing and product to develop offerings and represent the Services and Support to both internal and external stakeholders. Along with working with internal stakeholders, you will also establish a strong relationship with new customer stakeholders and deepen relationships with existing customer stakeholders.
What you will do
You will create repeatable deployment processes and resources when working with the end-users. Foster internal collaboration with Sales, Marketing, Product, and Engineering to provide the end-user with a continuous connected experience focused on providing satisfaction, and value. You will be responsible for providing technical support and solutions to customers, ensuring their IT systems are operating smoothly and securely. You will be the key for escalation of technical issues. In this role you will handle complex technical issues, coordinating with internal IT teams to ensure swift resolutions.
What you know
At least 2+ years' experience in customer service.
2+ years of experience in a Software Company in a deployment and service desk role.
Deployment management and strong project management and workflow management skills
Ability to manage change management.
Understanding and experience software implementation
Experience with end user training and customer onboarding.
Demonstrated ability of content development
Strong knowledge of coding in C# or Java with deep understanding of software patterns.
(Work) Life of a QRexian
We are a young and growing tech startup. Our team is located primarily in Halifax, Canada, but we have teammates throughout Canada, in South America, in India, and in the Philippines. We are an eclectic bunch, and we value diversity of lifestyle, of activities, of background, and of modes of thinking. We are an empowered team, and we treat people as adults. We do not micromanage. We offer a full suite of benefits, and an open vacation policy; we make sure people get the time off they need, when they need it, and for whatever reason they need it. The First Friday of every month we gather at a local (to Halifax) craft brewery to enjoy each other's company, and to refresh our palate with beverages and pizza. We hold several companywide social events throughout the year with the highlight being our annual St. QRex Day celebration – A QRA specific summer holiday that is becoming the stuff of epic legend. To get your name engaved on the St. QRex Cup is to be immortalised forever in QRexian lore. Come find out for yourself!
Thank you for reading to the end. If you are serious about the position and are eager to join, please tell us why you are interested and why you believe yourself to be the person we are looking for. We look forward to meeting you.
QRA Corp is an equal opportunity employer
We are dedicated to building an inclusive community with a shared purpose and are committed to a barrier-free recruitment and selection process. We especially welcome applications from Indigenous peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+. We also encourage applications from people with disabilities, and accommodations will be available on request from candidates taking part in all aspects of the selection process. We will accommodate the needs of applicants throughout all the stages of the recruitment and selection process. All information regarding accommodations will be kept confidential.