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Danaher Corporation Aquatic Informatics - Technical Customer Support Specialist (Bilingual French) - Remote in Halifax, Nova Scotia

A wholly owned subsidiary of Danaher Corporation (NYSE: DHR), Aquatic Informatics (https://aquaticinformatics.com/) is a mission-driven software company that organizes the world’s water data to make it accessible and useful. We provide software solutions that address critical water data management, analytics, and compliance challenges for the rapidly growing water industry. Water monitoring agencies worldwide trust us to acquire, process, model, and publish water information in real time. We offer a full range of solutions, from standalone software packages for individual users, hosted software services, and enterprise-wide national systems. We serve over 1,000 municipal, federal, state/provincial, hydropower, mining, academic, and consulting organizations in over 60 countries that collect, manage, and process large volumes of water data.

Aquatic Informatics is headquartered in Vancouver, Canada and has offices in the US and Australia. We value independent thinking, initiative, teamwork, a relentless pursuit of quality, a playful spirit, and a sense of humor. We like smart people – IQ and EQ – who care about the environment and want to do good in the world. If you want a meaningful role with a company that is making a real difference in one of the most important resources in the world: water, then join our energetic growing team! Help us revolutionize an industry! Aquatic Informatics is proud to be one of Danaher's Water Quality companies (https://www.dhwaterquality.com/) .

About the Position

The Technical Customer Support Specialist is responsible for responding to incoming support requests through a support portal and answering the support phone line. This role includes identifying and resolving technical and software issues, leading customer expectations, and escalating issues as appropriate to product teams.

Support tasks may include configuring cloud or on-premise/hosted installations of the products, answering software application questions, documenting issues/bugs, and assisting customers with software and technical issues. Additional projects to support the customer, company initiatives, and/or other department initiatives will be required as needed.

This is a customer-facing role and is a key part of our front-line support, resources and services that put our customer needs first and help them succeed.

This is a fully remote position. Several locations have been listed for marketing purposes but only one position is available. Must live in Canada for security clearance purposes.

  • Provide application and technical support to customers by responding to support tickets, calls, virtual meetings, and emails.

  • Lead and balance multiple support ticket priorities in a shared ticket tracking tool.

  • Appropriately prioritize and keep management advised of high priority tickets.

  • Handle customer expectations regarding ticket resolutions and time frames.

  • Assess technical complexity of tickets and make issue recommendations to management or Tier 2/Tier 3 teams as needed.

  • Supervise ticket SLAs and maintain high customer satisfaction and fast response times.

  • Create and review reusable knowledge base articles to build self-serve resources.

  • Assist implementation or product teams with configurations, installations, and customer communication.

  • Collaborate with other support representatives to tackle sophisticated issues.

  • Provide feedback to internal teams to enhance products and customer experience.

  • Find opportunities or customer queries that should be referred to Account Management.

  • Identify customers who are referenceable to product management.

  • Able to work on-call on a rotational basis to support after-hours customer support.

  • Chip in to additional projects as required.

  • Provide French language support and training. Along with strong English language fluency.

  • Ability to travel, if required.

Qualifications

Education:

  • Post-secondary education in Information Technology, Business and/or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering or equivalent combination of education and experience.

Experience/Skills:

  • 1+ years of education or customer-facing software support/implementation experience.

  • Bilingual English and French written and verbal communication skills.

  • Basic experience and knowledge of the following items listed here:

  • Software installations and troubleshooting (SQL Server/Windows Server OS).

  • Batch file scripting and API calls.

  • Implementing hosted and/or SaaS software, including data migration and data manipulation within a Microsoft technical environment.

  • Database technologies, commands, and management (e.g., attach/restore/backup).

  • Agile software development methodologies and tools.

  • Microsoft Office application, especially Excel.

  • Ability to quickly learn sophisticated enterprise software and adapt and thrive in an evolving environment.

  • Strong communication, documentation, and presentation skills and experience using Office 365 and Teams, Salesforce or other CRM platforms, helpdesk software.

  • Demonstrates a keen desire to learn and a passion for science and technology.

  • Ability to think logically, tackle technical problems and prioritize diverse tasks across multiple projects.

Assets:

  • Knowledge or background of water, wastewater, or industrial pre-treatment (source control).

  • Knowledge or experience with SCADA.

  • Knowledge of and experience configuring and troubleshooting network environments.

  • Familiar with Crystal or MS Access report creation tools.

  • Software development experience.

  • Experience with APIs and scripting languages (e.g. PowerShell, Python, PHP).

  • Strong consideration is given to candidates fluent in multiple languages.

Other:

  • The successful candidate must be eligible to successfully pass a security clearance from Public Services and Procurement Canada.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.

If you’ve ever wondered what’s within you, there’s no better time to find out.

#LI-Remote

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

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