Client Support Representative

Who We Are?

ChartWorld is a leading navigation specialist and the Americas hub for the ChartWorld International Group. We offer comprehensive navigation solutions, including digital and paper-based services, and excel at ECDIS manufacturing, digital data provisioning, and British Admiralty POD paper chart distribution. Our global 24/7 Customer Services team ensures top-tier support, making us the sole provider in the Americas capable of fully managing the navigation vertical. Since 2002, ChartWorld has been a trusted partner for Maritime Digital Data Services, holding high-level qualifications such as ISO9001: 2008 and DNV SENC Approval. We lead in ECDIS as a service and digital navigation, with offices in Germany, Singapore, Cyprus, Canada, and Japan. We are seeking dedicated Client Support Representatives to join our team in Vancouver, BC. This role offers the opportunity to contribute to revolutionizing maritime navigation by assisting with digital navigation transitions and providing quality services. If you are passionate about maritime technology and customer service, we invite you to apply and grow with ChartWorld Americas.

Employer Information

Company’s Name: ChartWorld Americas Maritime Services Ltd.

Website: americas.chartworld.com              

Business Address: #906-1112 W Pender St, Vancouver, BC, V6E 2S1

Position Description

Position: Client Support Representative

Type of employment: Full-Time; Permanent

No of positions: 1

Anticipated Start date: As soon as possible

Work Location: #906-1112 W Pender St, Vancouver, BC, V6E 2S1  

Salary and Benefits

Competitive salary ($30.77 per hour) and benefits package

Extensive health insurance with dental and vision care

RRSP match

Wellbeing hotline

A wide range of corporate activities

Plenty of room for creativity and expressing your skills

Personal training budget

Job Responsibilities

• Serve as the first line of response for inquiries related to ChartWorld products, utilizing FAQs and the knowledge base to address questions directly. Escalate complex issues to Tier 2 support for in-depth resolution.
• Communicate with clients via electronic means and in person to diagnose and document issues experienced with our navigation products and services. Collaborate closely with team members to provide detailed technical guidance based on customer interactions.
• Utilize user guides, technical manuals, and other documents to research and implement effective solutions to client inquiries, ensuring optimal use of ChartWorld’s navigation systems, including ECDIS and digital data services.
• Replicate, diagnose, and resolve technical issues encountered by users, focusing on ChartWorld’s digital and paper-based navigation solutions.
• Provide detailed advice and training to clients on the efficient use of ChartWorld products, enhancing their understanding and capabilities in maritime digital navigation.
• Provide remote support to customers via web-based team viewer sessions to diagnose issues directly, enhancing technical assistance efficiency and effectiveness.
• Guide customers through repairs administration via ChartWorld’s customer portal, ensuring a smooth service request process.
• Ensure customer satisfaction by providing call back and follow-up actions as necessary, aligning with departmental key performance indicators (KPIs) for timely and effective resolution of issues.
• Assist in the resolution of customer complaints and escalate complex cases to the line manager to maintain high customer service standards.
• Develop and update FAQs and content for the knowledge base to enhance customer self-service capabilities on the web. This includes expanding web-based knowledge tools accessible to all customers.
• Identify and publish support documentation to improve the quality and scope of customer support materials, ensuring customers receive comprehensive and clear guidance.
• Carry out other assigned duties as necessary, contributing to the team's efforts in maintaining ChartWorld as a leader in maritime digital data services and ECDIS manufacturing.

Job Requirements

• Relevant Education.
• Relevant experience would be an asset.
• Must possess excellent verbal and written communication skills; clear, concise, and accurate in English.
• Competence in using PCs and telephony systems is essential.
• Must be able to collaborate effectively within a team.
• Should be self-driven with the ability to prioritize tasks efficiently.
• Flexibility to adapt to changing technologies and client needs in the maritime industry.

How to apply?

Interested candidates are welcome to apply by sending their resume to sara.jospeh@teledyne.com.

ChartWorld cultivates a workspace that celebrates diversity and fosters inclusivity. We are proud to provide an environment where unique perspectives are welcomed and highly encouraged. Join us and experience a workplace that appreciates your individuality and values your contributions.