Support Technician (6-month contract)

Neelands HR•Burlington, ON

2d•Hybrid

About The Position

Neelands is searching for a Support Technician to join our Kalder team. This is a full-time, 6-month contract position. Reporting to the Monitoring and Integration Manager, the successful candidate will support customer adoption, training, and ongoing use of Neelands' monitoring applications and related customer-facing tools. This position works directly with customers, monitoring staff, integration resources, and software development teams to help customers understand, use, and receive value from Kalder monitoring systems. Regular travel to customer locations may be required to provide hands-on training, support rollouts, review customer workflows, and identify opportunities to improve engagement. The salary range for this role is $48,000 – $55,000. Please note the salary information is general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

Requirements

Technically savvy with strong computer skills and the ability to learn software applications, dashboards, alarms, alerts, reports, and customer workflows.
Experience in customer support, software support, technical training, monitoring systems, controls, integration, or field technology support.
Comfortable reviewing usage data, support trends, and customer feedback to identify patterns and recommend action.
Strong communication, presentation, listening, and writing skills, with the ability to explain technical information to technical and non-technical users.
Capable of utilizing Microsoft Office Suite, Microsoft Teams, and related business tools.
A friendly and professional approach to dealing with customers.
A high level of commitment to customer service, follow-up, and response to requests.
Strong attention to detail and accuracy when documenting issues, training needs, and customer feedback.
The ability to work effectively with a team and independently.
Strong organizational skills with the ability to prioritize work, manage multiple follow-ups, and meet deadlines.
Curiosity and initiative to investigate why customers are or are not using available tools.
Practical problem-solving skills and the ability to turn customer concerns into actionable next steps.
Flexibility, reliability, and the ability to operate well under pressure.
A positive, hands-on, “can-do” attitude.

Nice To Haves

Experience with ticketing systems, issue tracking tools, CRM systems, product backlogs, or similar workflow tools is an asset.
Experience with refrigeration, HVAC, energy management, controls, grocery/retail operations, or alarm monitoring environments is considered an asset.
Post-secondary education in computer engineering technology, information technology, business technology, refrigeration/HVAC controls, or equivalent practical experience is preferred.
French or Spanish language skills are considered an asset.
Valid driver's licence and ability to travel to customer locations as required.

Responsibilities

Provide remote and on-site customer training for monitoring applications, dashboards, reports, alerts, and related workflows.
Develop and maintain training curriculum, quick-reference guides, user instructions, onboarding materials, feature summaries, and customer-facing sell sheets.
Support new customer onboarding, existing customer refresher training, and rollout of new features or application changes.
Help customers incorporate monitoring tools into their daily operating routines and identify barriers that prevent effective use.
Review application usage telemetry, dashboard activity, alert engagement, reporting activity, and other available indicators to identify adoption gaps.
Prepare concise usage summaries, customer follow-up notes, and adoption recommendations for internal and customer-facing discussions.
Collect customer feedback related to usability, reporting needs, workflow friction, feature gaps, and operational requirements.
Translate customer feedback into clear enhancement requests with business context, expected value, affected users, and priority considerations.
Accurately document customer-reported bugs, data issues, workflow concerns, and support requests in the appropriate ticketing or development tracking systems.
Gather relevant issue details including affected users, sites, screenshots, steps to reproduce, expected behaviour, actual behaviour, and urgency.
Coordinate with monitoring, integration, support, and software development teams to ensure customer issues are reviewed, assigned, followed up, and resolved.
Support customer meetings, product demonstrations, training sessions, and internal discussions related to customer engagement and application usage.
Maintain organized records of customer interactions, training completed, open issues, enhancement requests, and follow-up actions.
Recommend improvements to customer training, onboarding, documentation, support handoff, and escalation processes.