We’re looking for a part-time Customer Support Technician to help our growing businesses provide excellent service to our customers across Canada on their 3D printers, laser cutters, robotics kits and a growing variety of maker tools and consumables.

Our company operates three brands that serve customers in education, industrial shops, home-based businesses and hobbyists.

Filaments.ca - 3D printers (FDM and SLA), laser cutters, vinyl cutters and more to come for primarily hobbyists, industrial shops and home businesses.

Inksmith.ca - 3D printers, laser cutters and robotics kits for education systems across Canada.

Forwaredu.com - robotics and coding kits for K-12 school districts primarily in North America, with some sales in Europe, Asia and Australia.

This role will be hybrid, with some repairs needing to be performed either on-site with customers or at our offices in Kitchener at 490 Mill Street.

Resolution of customer challenges include on-site and remote process coaching, hardware repair, software guidance, and overall teaching best practices.

Role & Responsibilities

• Provide excellent customer service and a customer-first attitude.
• You’ll clarify the customer complaints, determine the cause, select, and explain the best solution, then follow-up to make sure the issue is resolved.
• Respond to email tickets, online chat or phone calls to help customers with their issues.
• Diagnosis, maintenance, repair, and general support of InkSmith products, both onsite and offsite.
• Participate in writing excellent help documentation—both for internal use and for our customers.
• Participate in creating help videos to guide customers on how to complete a task and complement help documentation.
• Log tickets with the development team and escalate appropriately based on the impact of the issue.
• Collaborate with logistics of incoming and outgoing service products in conjunction with shipping/fulfillment team.
• Ensure ongoing functionality of all equipment

Qualifications & Education Requirements

• 1-3 years of technology support experience
• 1-3 years of laser, 3D printer, or microcontroller experience
• Ability to provide remote end user support
• Excellent diagnostic and troubleshooting/problem solving skills with the ability to evaluate complex issues and develop actionable plans
• Excellent communication skills. Ability to communicate effectively with users at all levels of the organization
• Highly organized and process oriented. A high attention to detail and proven ability to manage multiple competing priorities simultaneously. You can manage and prioritize several different projects.
• Requires travel to various sites. A full G license is required and periodically travel to locations in Southern Ontario.
• You can translate technical ideas for non-technical audiences.
• Demonstrable critical thinking, communication, and creative problem-solving skills.
• Ability to learn new software platforms quickly.
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.

If you have any questions, please email rburley@inksmith.ca