Customer Operations Engineer
Apkudo, Inc.
- Mississauga, ON
- Permanent
- Full-time
- Work at our client's facility in Mississauga, where you will be supporting the initial setup and then ongoing support activity of Apkudo's automated device processing system known as RFA
- Drive to company and client KPIs; accuracy, stability, and volume capacity
- Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly
- Perform preemptive and corrective maintenance through daily, weekly, and monthly activities; parts usage and tracking through internal systems
- Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues
- Capture and analyze (quality inspection) supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams
- Perform regular testing based on a strict set of instructions throughout the lifecycle of systems
- Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting steps
- Support client operators on processes and training as new features and functionality are added
- Perform other related customer support duties as required
- Participate in team calls as needed
- Travel to the US for up to one month of training in Q3 2023; passport required
- Inventory management
- Degree (B.S. or Associate) in Computer Science, Information Systems, Quality, or a similar field is preferred but not required
- 1-5 years of progressive mobile device customer support experience; Android or iOS mobile device testing and customer support experience
- Motivated self-starter who is results-driven, conscientious, dedicated, and a capable communicator both up and down
- Customer 1st thinking mindset
- Proficiency with Google Docs, Sheets, and Slides
- The ability to meet deadlines while overseeing multiple short-term activities; the individual must be detailed and organized
- Excellent written and verbal skills with a demonstrated ability to communicate system function and operation effectively
- Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers' problems, big and small.
- We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
- Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.
- Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
- Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we' will shine bright for all to see.
- I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
- It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.
- Generous holidays plus your birthday off.
- Paid parental leave benefits.
- Casual dress.
- A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs.
- A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
- Competitive package with benefits.