Technical Sales Specialist
About The Position
We are looking for an energetic individual who will own all pre-sales tasks and won't hesitate to assist customers through various communication channels (ex. phone calls, chat, email, etc.). The selected candidate will have excellent communication skills and will proactively seek out solutions even if they do not have all the answers. This role is based out of our Burnaby HQ in office, the role will be 5 days /week during probation with hybrid flexibility down the road, but subject to manager approval. The Technical Sales Specialist role will include all aspects of customer care including pre-sale and post-sale technical support by telephone and email. Support issues can relate to specific product software features, facilitating product demos for the sales team, inter-operation with third-party equipment, network problems, or hardware issues. You will also be performing and developing testing procedures. A frequent request for assistance involves IP voice paging using network speakers and/or connecting existing analog paging amplifiers to the customer network. Priority will be given to candidates with both VoIP and analog audio equipment experience. The ideal candidate will research our products and become a subject matter expert for customers. You will also provide assistance to the Algo sales force with pre-sales solution design and development of documentation including user manuals, application notes, and installation guides.
Requirements
- Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education.
- 3+ years of technical support experience.
- Strong understanding of IP networking fundamentals (TCP/IP, DHCP, DNS, VLANs, etc.)
- Ability to design and articulate technical solutions based on customer requirements
- Excellent communication and presentation skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Strong problem-solving skills with the ability to assess customer environments and recommend appropriate solutions
- Ability to collaborate effectively with sales, product, and engineering teams
- Highly organized with the ability to manage multiple opportunities and priorities in parallel
Nice To Haves
- Experience supporting pre-sales activities such as solution design, product demonstrations, or technical consultations
- Familiarity with VoIP technologies (SIP, RTP, codecs) and IP-based communication systems
- Experience designing or deploying IP audio, paging, or communication systems
- Technical writing experience
- Understanding of hardware and electrical circuits
- Retail or customer service experience
- Commercial/Professional audio background
- Fluency in French or Spanish is an asset
- A keen interest in solving problems and enjoy working directly with customers.
- Excellent organizational, administrative, communication, skills.
Responsibilities
- Deliver timely pre-sales technical support via phone, email, and ticketing systems while maintaining a high standard of customer service, responsiveness, and professionalism
- Collaborate with the sales team to understand customer requirements and propose appropriate technical solutions
- Design and recommend system architectures for IP audio/video and paging deployments
- Assist in product selection, compatibility validation, and integration planning
- Participate in customer calls, demos, and technical discussions to support the sales process
- Perform ad hoc lab testing to reproduce customer-reported issues and validate potential solutions, collaborating with engineering and QA as needed to support issue resolution and product improvement
- Act as a subject matter expert on Algo products, features, and use cases
- Provide guidance on best practices for deployment, configuration, and optimization
- Stay current on product updates, industry trends, and competing technologies
- Create, review, and maintain technical documentation, including user manuals, application notes, FAQs, and installation guides
- Contribute to internal knowledge bases and troubleshooting resources
- Work closely with engineering, product management, and sales teams to relay customer feedback and improve products
- Provide input on feature requests and product enhancements based on customer needs
- Support internal training for sales and support teams on new products and features
Benefits
- group medical and dental benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
