Position Profile

Your primary responsibilities include coordinating, and facilitating the implementation of our Helm CONNECT software solution. Additional responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives.

In this position you will join a small but growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.

Your Responsibilities & Key Tasks

Work with Project Manager to develop implementation plans.
Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.
Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.
Configure systems and data to satisfy the client’s business processes.
Conduct formal training for our clients and business partners.
Discover additional product or training needs our customers may have.
Capture and clearly communicate requirements for custom development requests.
Record each contact with our customers accurately and in a clear, concise, and understandable format.
Provide outstanding product support for our customers and business partners.
Keep the Project Manager up-to-date on project status, challenges, risks and opportunities.
Enter all billable and non-billable time accurately on a daily basis
Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards.
Perform quality assurance (QA) related to requirements identified during solution design.

Success Factors

Work to strict schedules and project milestones while maintain quality of delivery of product or services.
Highly organized and able to manage multiple projects and respond to shifting priorities.
Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.
Become fully trained on all applicable Helm products and tools that have been assigned to you.
Become knowledgeable about our customers in the workboat industry and their sub verticals, such as Harbour Docking, Inland Barging, and Coastal Barging.
Maximize billable utilization percentage
Maintain a high level of customer satisfaction – metrics generated from customer satisfaction survey
Achieve customer-defined success criteria in leading the customer to value as quickly as possible.
Strive to outperform the quarterly departmental KPIs

Your Qualifications

Must have computer configuration and related technical skills.
The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.
Willingness and availability to travel up to 50% of the time within any 3-month period.
Current valid driver’s license and passport are required.
Strong interpersonal skills: You are able to handle challenging situations with composure, professionalism, and courtesy.
Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).
Project Management or customer support experience is an asset, but not required.
University Degree or College Accreditation also an asset, but not required.
Technical degree or certification also an asset, but not required.

Helm Operations Software inc