Get to know us!
We’re a small start-up turned global leader in the marine software space, now serving many of the world’s largest maritime companies worldwide.
Our team believes in a culture of delivery, focused on creating success for our customers and employees, and we’re always looking for talented people who want to make an impact and have fun doing it.
We’re proud to have built a company with global reach while still staying true to our small company roots and values. We live and work centrally from Victoria, BC but operate globally with staff in leading cities around the world.
Make your impact with a rapidly growing Marine Software business!
A quick summary of the role:
We’re looking for a new team member to join us as a Technical/ Customer Support Agent to cover the European time zone for Central / South America and Asia Pacific region to help us continue the incredible growth of support for our products, revenue, and user base around the world.
The Client Services Associate (CSA) at Helm Operations delivers an excellent level of post- implementation product support when interacting with customers via phone, email or in online meetings, recording all customer issues to ensure they can either: a) solve the issue themselves, or b) escalate the issue so that it is managed efficiently by the Helm team.
This role requires a passion for helping customers, strong technical trouble-shooting skills, and excellent verbal and written communication skills. The CSA will be organized, work well in a team, demonstrate the willingness and ability to learn quickly, and manage multiple competing priorities in a fast paced environment.
This role is open to remote candidates in Spain.
Please submit your resume in English.
We'd love to chat if you have:
- Diploma, Degree or Technical Certification in Computer Science, Computer Software Engineering, IT Support, or related field, or equivalent combination of education and experience.
- Experience providing technical customer support with experience in a customer support/call center environment preferred
- Excellent English verbal and written communication skills
- Excellent Spanish and Portuguese communication skills
- Strong customer service and interpersonal skills, with the ability to handle challenging situations with composure, professionalism, and courtesy.
- Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint) (Intermediate level for Excel)
- Ability and willingness to work a variety of shifts including on-call to provide 24/7 coverage.
- Ability to prioritize and work on multiple competing assignments in a fast paced, team environment.
- Positive can-do attitude, a solid work ethic, and a strong desire to support customers, must be a self-motivated team player.
- Aptitude for acquiring technical skills and an eagerness to learn (Must have)
Bonus:
- Experience using Zendesk
- Experience using Jira
- Experience using centralized information systems (SharePoint & Confluence)
Who are you (soft skills):
- Strive to provide the highest customer service experience and outstanding product support. Outstanding support is defined as doing everything possible to ensure the client feels that you are addressing their issues in a timely and efficient manner.
- Ability to communicate clearly and effectively verbally and in writing.
- Ability and willingness to become fully trained on all applicable Helm products and tools that have been assigned to you.
- Be goal-oriented and achieve stated objectives with help and direction from management and peers.
- Highly organized and able to respond to shifting priorities.
- Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
- Work well independently and through team efforts.
- Enthusiastic, enjoy interacting with people, and a desire to make positive customer connections.
- Able to organize and prioritize workload and respond to shifting priorities.
- While working under the supervision of senior staff, considerable latitude is given for independent judgment.
- Desire to outperform the departmental KPI benchmarks.
- Have demonstrate ability for problem-solving skills and critical thinking
How you will be spending your days:
- Provide outstanding product support to our customers and business partners.
- Analyze, prioritize, and interpret business processes to identify and resolve reported issues.
- Capture issues and feature requests accurately and in sufficient detail for the development team to resolve and deliver quality releases.
- Discover additional product or training needs our customers may have and ensure this information is conveyed to your manager in a timely manner.
- Record each contact with our customers accurately, clearly, concisely, and in an understandable format.
- Respond to customer requests and inquiries within a period of time according to service level agreements.
- Support Helm’s culture of teamwork, approachability, accountability and determination and participate in company events, when possible.
Grow your career with us and beyond.
What technologies you will be working with:
- Zendesk, Jira, Confluence, Slack, MS Office 365
What it's like to work at Helm Operations
First and foremost, we value diversity, equity and inclusion. Together we all create a unique combination of backgrounds, experiences, and cultures. We have various interest slack channels around books, plants, skincare, furry friends, tv shows, you name it. Whatever your quirk is, you will feel at home here.
Secondly, we believe flexibility allows us to bring our best selves to work. We trust each other to get our job done on our own terms. We currently have 60 colleagues working remotely from Canada, Brazil, Peru, Spain, India and Poland.
And as much as we value connection at work, we also believe in work/life balance.
People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We’d love for you to join us.
Work from home. Work from here. Work from anywhere.
Benefits/ Perks:
- Remote first work environment
- Flexible start and end times (must be available during core business hours)
- Paid time off to recharge and rejuvenate
- Celebrate your birthday with a day off or another day off in lieu if it falls during a holiday
- Holistic health and wellness benefits from day 1: Company-paid medical, dental, and vision
- Learning & development opportunities (Education Reimbursement as well as in-house learning journeys available based on your role)
*Salary (Per hour rate) is subject to your relevant skills and experience. *
*Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%.
Everyone has unique strengths & weaknesses, and we hire for strengths and potential.*
Helm is proudly an Equal Opportunity Employer where everyone is welcome. Everyone brings a different personal story and perspective, and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.
While we thank all candidates who apply, we will be reaching out to candidates who meet the hiring manager’s requirements on their resume.
Job Type: Full-time
Salary: 24,000.00€ - 26,000.00€ per year
Application Question(s):
- Do you have proper work authorization to work in Spain?
- Are you comfortable with the salary posted in the job description?
Experience:
- Technical support: 1 year (Required)
- Customer service: 1 year (Required)
- Excel: 1 year (Preferred)
Language:
- Spanish (Required)
- English (Required)
- Portuguese (Required)
Work Location: Remote
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