Technical Product Specialist

Toronto, ON, Canada

Job Description

Uncharted Software is seeking a Technical Product Specialist to join our team. You will provide technical support to our Law Enforcement (LE) clients. You will become a subject matter and technical expert on our LE products and understand how they are utilized by our users. The position requires a patient, and detail-oriented individual, who will provide a pleasant experience for our LE clients. The ideal applicant will be analytical, empathetic, technically proficient, and be able to communicate technical solutions to non-technical users.


Key Responsibilities

  • Problem-solving for new and existing clients
  • Become a subject matter expert on our LE products used by our customers
  • Training new, potential, and existing LE users
  • Implementation of our LE products for new users
  • Support case management
  • Client travel as required, approximately 4 to 5 trips/25 to 30 days per year (Once it is deemed safe based on government travel advisory)

Job Duties

  • Provide technical and product support for new, and existing LE customers and evaluations.
  • Answer technical questions via phone, email and virtual meeting rooms
  • Manage support cases in a CRM
  • Collect product feedback from users and evaluators
  • Maintain documentation on products and supported data formats
  • Conduct both online and on-site training in an office or a class setting
  • Create written and video help content
  • Attend team meetings and provide regular updates on the status of client training, evaluation, and support issues
  • Support product launches as needed
  • In order to support our clients, you will be required to work some weekdays from 12pm to 8pm and may be required to work on holidays.

Competencies & Attributes

  • Previous experience in a customer or technical support role
  • Excellent written and verbal communication skills
  • Ability to balance multiple priorities while maintaining excellent Support standards.
  • Analytical and collaborative problem solving, with an eye for detail
  • Independent and self-motivated, but also able to operate effectively in a team environment
  • Comfortable with approaching new problems with little information or guidance.
  • Excellent PC skills including Excel, data manipulation, and PowerPoint
  • Experience with Excel; VLOOKUP, Pivot tables, logical functions, etc.
  • Experience with troubleshooting software problems
  • Demonstrable successful project work undertaken
  • Ability to travel to US and Europe
  • Prior experience working with Law Enforcement or GIS is an asset

Please note, due to COVD-19 we are currently working remotely and all interviews will be conducted by phone and video.

To work at Uncharted, you must be able to meet Security Clearance requirements and a Police Background Check.

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