Customer Support Specialist

at  Canary Systems Inc

Formed in 1997, Canary Systems is a forward-thinking technology firm located in the beautiful Lake Sunapee region of New Hampshire. We specialize in civil engineering related monitoring and instrumentation applications and operate in several markets including construction, mining, geotechnical, industrial, and public infrastructure. Risk management is a growing market. Our unique products and services (our software in particular), has positioned us as a worldwide leader in these markets. With additional locations in Arizona, Tennessee, California, Colorado, Canada and Indonesia, there are many opportunities within the company for learning and personal growth.
We have an open position for a Customer Support Specialist. This person is reporting to the Support Group Manager and will serve as the first point of contact for customers and employees seeking technical assistance through our ticketing systems; JIRA and Zendesk.

• Manage Zendesk and JIRA tickets in a timely manner
• Work closely with Project Managers and clients
• Record events and problems and their resolution in tickets
• Pass on any feedback or suggestions by clients to the appropriate internal team
• Run diagnostics to resolve client reported issues
• Document client interactions
• Respond to client issues via phone or email
• Ensure timely response to client support issues
• Follow-up with clients to ensure issues are resolved
• Provide hardware and software training
• Monitor client systems and databases