Employment Opportunities
Customer Support Representative - Terrestrial Survey Division
Role: Responsible for positive, timely and effective responses to assigned customer (internal and external) account problems and queries by obtaining information from, and coordinating efforts of, technical experts and divisional staff. Reports to Customer Support Manager. The regularly scheduled work week shall consist of 37.5 hours worked over staggered shifts on a 24/7 basis. This position also requires occasional “on-call” availability to provide assistance.
Duties and Responsibilities:
- Respond promptly and accurately to queries from assigned customer base; consult with internal subject matter experts to obtain information and how best to respond to particularly complex customer service issues; provide customers with information required and recommend practical solutions
- Record and log each customer interaction by inputting and tracking all communications, problems and requests on database; process, analyse and interpret ALTM data by applying standard techniques
- Operate REALM, Optech’s custom data processing software; enter system-specific and survey-specific information into REALM databases; operate software and peripheral equipment to prepare images, graphic and alpha numeric reports, maps and charts; run analysis and visualization programs for display and inspection of survey data; process, analyze and interpret data in support of the ALTM production requirements; configure REALM databases
- Perform digital data processing and image processing; perform GPS post-processing
- Assist in the QA/QC of data sets under the supervision of more senior personnel; ascertain the quality of input data by analyzing and interpreting REALM output; use software packages such as TerraModel, MapInfo, and TerraScan
- Perform data entry and editing activities and maintenance operations to systems following pre-determined calibration procedures
- Derive ALTM and digital camera calibration parameters and prepare calibration reports
- Assist in manual preparation; document procedures to interpret processed data and system performance
- Follow-up routinely and proactively with assigned customers to ensure Optech products and services provided meet or exceed their expectations
- Contribute to team efforts by accomplishing related results
Qualifications:
- College or university degree in GIS or completion of two to three-year college program in cartography, photogrammetry, aerial survey, remote sensing, geographic information system or a combination of these disciplines
- Knowledge of GPS; GIS software proficiency
- 1 - 3 years experience in relevant GIS or survey related work; spatial data analysis a definite advantage
- Excellent interpersonal / customer relations; experience in delivering customer support services; ability to resolve general application problems via phone or electronic support on a timely and accurate basis
- Ability to constantly adapt to new tools, techniques and technologies for data processing and analysis
- Excellent organization, verbal and written communication skills; ability to work as a member of a team as well as independently
- Ability to work under pressure and flexible to changing schedules to meet urgent/tight deadlines; sense of urgency; ability to flex hours and work staggered shifts to fully service and support customer requirements; must be willing travel internationally to service customer base
Committed to employment equity, Optech Incorporated encourages applications from Aboriginal people, people with disabilities, members of visible minority groups and women.
Send your resume to resume@optech.ca
