Customer Experience Representative

  • Burnaby, British Columbia, Canada
  • Jun 18, 2022

Job Description

Vecima Networks is leading the global evolution to the multi-gigabit, content-rich networks of the future. Our talented people deliver future-ready software, services, and integrated platforms that power broadband and video streaming networks, monitor and manage transportation, and transform experiences in homes, businesses, and everywhere people connect. We help our customers evolve their networks with cloud-based solutions that deliver ground-breaking speed, superior video quality, and exciting new services to their subscribers. Learn more at

Vecima's Telematics Division is fueled by the innovation, leadership and passion of today's top talent. Our product is the most successful Internet of Things (IoT) application - GPS fleet tracking. We are taking our solution to the next level in tracking additional assets in the IoT world. Join Vecima and work in an environment that values teamwork and communication, rewards innovation and achievement, and fosters growth and opportunity in your career.

We are looking for an experienced Customer Experience Representative to service our customer base in both Canada and the US. This role involves understanding and troubleshooting customer problems, collaborating with other internal teams, and resolving problems via issue ownership from end to end. The ideal candidate is highly motivated and passionate and is looking for a challenge in a growing company. We value creativity and innovation, and willingness to step up to the plate. An ability to work in a team environment is critical. You must be a self-starter and be able to work independently with a "can-do" attitude. The position is based out of our Burnaby, BC office.

Applicants should possess the following experience:
  • Formal post-secondary technical education (Bachelor's degree or technical diploma) or equivalent experience
  • 4+ years of experience in a technical or sales support role with a demonstrated history of success in supporting a complex technical product.
  • A high level of comfort with web-based applications and computer technology in general.
  • Experience in a customer service, technical support, or sales support role with a demonstrated history of customer satisfaction.
  • An ability to determine a user's level of technical comfort and to interact with them at an appropriate technical level.
  • Experience with electronics and principles of electrical work will be an asset.
  • Experience with Salesforce would be considered an asset.

Duties and Responsibilities to Include (but are not limited to):
  • Provide excellent technical support to our customers via phone, email and ticketing system.
  • Gather relevant information to troubleshoot and resolve hardware and software issues.
  • Escalate hardware and software issues to Tier 2 support and/or QA and Development teams.
  • Provide support to our installers by testing installation and fixing issues remotely.
  • Assist our QA and Development teams in testing new product.
  • Provide technical training via webinars to our customers.

Core Competencies:
  • Strong verbal and written communication skills (fluent in English).
  • Highly motivated and ambitious self-starter with the ability to work independently and in a team environment.
  • Creative and innovative.
  • Willingness to participate in projects outside of the core job description.
  • Highly organized, detail oriented and dependable.
  • A keen interest in learning a new technology, understanding the principles, and teaching this technology to others.

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

We are fueled by the innovation, leadership, and passion of today's top talent. If you are looking for a challenging and rewarding career as Customer Experience Representative we want to hear from you!

Apply now!