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Product Support Representative

Corporate · Vancouver, British Columbia
Department Corporate
Employment Type Full-Time
Minimum Experience Mid-level
What we’re looking for:
  • You are inspiring, creative, flexible and can identify and focus on what’s-important-now will excel in our organization and make the biggest impact.  

  • You value collaboration, transparency and have a get-stuff-done mindset.  As an individual contributor, you understand the aspects of engineering success, take initiative and lead by example.

  • You work well with others, take pride in a job well done, and understand that in our company we are all accountable to each other.

  • You want to push the envelope, overcoming big challenges in order to create something truly unique.

What you’ll do:
  • First Line Customer Service Management

  • Inbound communications with OEM, HAVEN & HAVEN Pro customers (answering phone calls, text messages and emails)

  • Outbound communications with OEM, HAVEN & HAVEN Pro customers (placing phone calls & sending emails)

  • Responding to and resolving service tickets according to a service level agreement (SLA) policy

Packaging, Shipping & Returns all Hardware Products

  • Packaging of HAVEN & OEM branded products as they come off the assembly line

  • Palletizing of shipments for OEM partners

  • Coordination of all outbound shipments

  • Actioning Return Merchandise Authorization (RMA) issues

Inventory Management of Outbound Product

  • Interacting with TZOA’s supplier of HVAC filters

  • Quality control of all outbound product

  • Coordination of inventory to be distributed to service technicians

Authoring of Thought Leadership Content

  • Reviewing news articles, blog posts, and instructional content on indoor environmental science, HVAC maintenance & indoor air quality

  • Drafting & publishing of knowledge base articles and blog posts

What would make you a strong fit:


  • You have 2+ years in a Customer Success role

  • You have strong computer skills (Including Google for Business Suite)

  • You have experience with task & content management systems (Atlassian Jira, Confluence & Service Desk)

  • You have experience managing shipments with Fedex, Canada Post and other couriers

  • You have experience in HVAC, indoor air quality or environmental science.

  • You are an excellent communicator

  • You are independent, detail-oriented, and can work effectively under pressure

  • You have a strong inclination to look for solutions and recommend improvements

  • You are goal-driven, focused, and a self-starter

  • You have a high attention to detail

  • You are an excellent team player and enjoy collaborating with others

Thank You

Your application was submitted successfully.

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  • Location
    Vancouver, British Columbia
  • Department
  • Employment Type
  • Minimum Experience