Technical Product Specialist

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.