Customer Support & Quality Assurance for

about 3 years ago
Full time role
$45k-$65k/Year
Remote · Vancouver, BC, CA... more
Remote · Vancouver, BC, CA... more

Company

Data tools to help city-shapers make pro-climate decisions with confidence OPEN’s data and software tools help the people that shape our ...

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Job Description

OPEN Technologies (OPEN) seeks to expand its team with a Customer Support Representative.  As our first Customer Support hire, you will work closely with the Product Team and Development Team to ensure that OPEN’s customers continue to see value in our products/services, thereby serving the company’s critical mission and business goals. Our team is a small team where we wear many hats, so you will also be accountable for OPEN’s Quality Assurance efforts.
 

Every OPEN team member has the same top line item on their role description: to be a part of making OPEN successful, its work impactful, and its work culture collegial, creative, and productive.

As the Customer Support Representative you will specifically be responsible for:

  • facilitating clients in their use of OPEN’s software offerings, leveraging existing support resources where available and creating/adjusting support resources where needed
  • doing data validation using technology and some manual verification of edge cases
  • communicating with clients to verify details of the dataset or to facilitate them in completing their submission of data
  • discovering interesting data stories from the dataset using reporting tools
  • ensuring all software products developed are of a high quality through Quality Assurance manual testing and documenting
  • updating leadership with information about which features are missing (as learned through customer feedback) and documenting the detailed requirements to solve
  • updating customers on changes to the software through written documentation (release notes).

You are:

  • a doer, highly effective at turning ideas in actions and actions into impact
  • a natural collaborator both internally and externally
  • willing to roll up your sleeves and do whatever needs to be done
  • someone who really strives to understand the customer experience, not just solve the issue they’ve mentioned.

You have:

  • experience with quality assurance protocols
  • previously been in a client-facing role
  • previously managed projects with set timelines
  • worked with datasets
  • experience with triaging or prioritization protocols
  • a passion for mitigating climate change
  • some familiarity with the green building industry
  • curious about what it is like to work for a small tech startup.

You are likely a very compelling candidate to join us if you have technical knowledge and industry experience in the following areas:

  • The clean energy, energy efficiency, and building innovation sectors

 

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