Product Support

Background

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers' rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise that reflects our companywide commitment to ensure the individual success of all those involved in a project's HVAC system selection, design, purchase, installation, and maintenance, including our employees, suppliers, customers, and end-users.

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary company of HTS and an innovative technology solutions and services provider with a strong focus on the HVAC manufacturer's representative industry. With various offerings, including business intelligence software, help service support, and more, KORE delivers end-to-end solutions that empower our partners and clients to build successful businesses.

At KORE, communication and collaboration is our top priority. As a team member, you'll work closely with all departments to develop our software, TRAX, and its infrastructure. We have a strong teamwork-oriented culture, meaning you're surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You'll be providing meaningful change to the company and serve to enhance our processes.

Job Mandate

The Product Support Analyst will be working in a dynamic environment, supporting users of our in-house built ERP system. You are accountable for Help Desk ticket analysis, escalation and managing customer expectations. You will work closely with cross-functional teams (Product & Development) to drive optimal customer outcomes in the analysis and prioritization process. In addition, the position will provide guidance/support to our user base on how to use/navigate the system, provide ad-hoc training and act as a sounding board to ensure an excellent customer experience.

Job Details

Major Responsibilities:

• Triage tickets/client requests promptly and assigns them to the appropriate queue or team member for resolution.
• Responsible for the ticket workflow, including prioritization and escalation, and following tickets/requests through to resolution.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Keep a calm and calculated approach to critical situations where quick response and resolution is important.
• Create and maintain Knowledge Base content relating to both the product and product support.
• Coordinate with internal teams, such as product and development, to release defect fixes and enhancements to production.

• Responsible for using the site ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.

• Create detailed issue tickets in DevOp system according to the guideline and processes.
• Prepare requirements documentation (user stories) for any enhancements emerging from support tickets as needed.
• Create and maintain procedural documentation using the technology, Portal.

Working Conditions: 

• Hybrid of remote work and office setting
• Office setting - Open, collaborative office space (may vary by location)
• Fast-paced environment with tight deadlines
• Reliable access to personal transportation is a requirement  

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training:

• Degree/diploma in technical communications or related field

Experience: 

• Minimum of 8+ years of support experience for software applications

Technical Skills:

• Basic knowledge of all Windows-based operating systems
• Basic knowledge of PC based computer hardware
• Basic knowledge of Office 365 suite

Minimum Required Behavioural / Soft Skills

Skills:

• Possesses outstanding written and verbal communication skills
• Ability to empathize with users and team members and quickly grasp the issues they're facing
• Ability to work independently in a fast-paced environment with little direct supervision
• Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks
• Self-motivated and takes the initiative