Technical Customer Support Specialist

Location
Remote (Canada) or Montreal HQ

Nectar's goal

A third of the world's crop production depends on honeybee pollination, yet beekeepers lose 40% of their hives each year. To be part of the solution, our team's mission is to provide beekeepers and growers the data-driven tools needed to raise thriving honeybee colonies.

We believe that the technology being built by our team - including IoT and AI models -  will lead to a future where pollinators are considered an essential factor in feeding our planet.

Support products that matter

As Nectar's product continues to evolve at a rapid pace, clients will sometimes be faced with new bugs, limitations, and challenges. Your mission as the Technical Customer Support will be to ensure that any technical roadblocks that a beekeeper faces are well understood and quickly resolved.

You will support the Customer Success team in delivering a top notch customer experience. Further, you will minimize the effort required when Nectar's Software team is tasked with resolving issues, such that software developers can focus most of their time building new features that delight users.

This is a newly created position in the team, meaning you will actively take part in building processes for the technical support function.

Your responsibilities

  • Hyper targeted information gathering to speed up the Software team's capacity to get the right information, avoid back and forth, and solve problems faster.
  • Work with the beekeeper and the Customer Success Specialist to solve issues using deep product knowledge and debugging tools.
  • Escalate more technical issues to the Software team by providing them context, reproducibility and all needed information to be processed faster.
  • Support quality assurance testing protocols.
  • Build and maintain internal & external technical product documentation.

Your team

You will be a member of the Product & Software team, a multi-disciplinary team made up of product designers, software developers and a quality assurance engineer. This team includes a wide array of skillsets Nectar aims to develop features that are built with a high quality user experience as the objective.

Beyond the Product & Software team, you will work closely with Customer Success Specialists, who are on the Sales and Customer Success team. They are the day-to-day direct point of contact for the beekeepers, charged with ensuring that they are best positioned to benefit from Nectar's offering.

About you

  • Experience with technical customer support or customer facing positions.
  • In-depth knowledge of software products.
  • Excellent communication skills in English, both written and spoken.
  • Excellent customer service skills.
  • Strong analytical skills and problem-solving skills.
  • Comfortable working autonomously.

Assets

  • Proficiency in French and/or Spanish a strong asset.
  • Interest in sustainable development and agriculture.

Benefits & Conditions

  • Permanent and full-time role with flexible work hours.
  • To be performed in Canada: from home and/or from Nectar's office in Montreal.
  • The opportunity to learn beekeeping and participate in maintaining Nectar's hives at its farm.
  • Remuneration according to experience.
  • A minimum of 3 weeks of vacation.
  • Group insurance including health, dental, vision care and virtual healthcare.
  • Group RRSP from day 1.
  • Annual well-being budget of $500.
  • An endless supply of honey.
  • New benefits to be announced in the near future.
Apply

Current openings

Why Nectar is unique?

Learn more