Technical Support Specialist

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people's lives and redefining what's possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing.

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About Keonn

Keonn is a manufacturer of RFID hardware and software products for different sectors, like retail, healthcare, libraries, industry, and logistics. We provide RFID systems mainly for the retail and healthcare sectors, as well as RFID UHF components, like antennas, multiplexers, and readers for any industry. Keonn's team is comprised of experienced engineers and PhDs with deep knowledge in fields like radiofrequency, antennas, electronics, firmware, and cloud-based software. Keonn is now part of Novanta.

Job description

The Technical Support Specialist is responsible for delivering exceptional support to customers by handling inquiries, resolving issues, and providing product or service information. The main goal is to ensure a high level of customer satisfaction and contribute to customer retention and loyalty.

Main tasks

• Respond to customer inquiries via phone, email, live chat in a timely and professional manner.
• Troubleshoot customer issues and provide accurate, efficient solutions.
• Solve incidents related to HW (mostly electronic devices) and SW.
• Escalate complex cases to relevant departments when necessary.
• Log and track support tickets, ensuring proper documentation of interactions.
• Gather customer feedback and share insights to improve services and processes.
• Collaborate closely with product development team and customer success engineers.
• Stay informed about company products, services, policies, and promotions.
• Meet or exceed key performance indicators (KPIs), such as response time, first contact resolution rate, and customer satisfaction scores.

We expect

• Previous experience in technical customer support or IT helpdesk roles at least 2 years.
• Engineering degree, ideally in Computer Science, Telecommunications, or Electronics.
• Working knowledge of SSH and CLI-based interfaces for network devices (routers, switches, firewalls, etc.).
• Familiarity with common networking concepts: IP addressing, subnets, DNS, routing, and VPNs.
• Comfortable using terminal/command line tools (e.g., PuTTY, OpenSSH, etc.).
• Previous knowledge of RFID UHF technology is a plus.
• Proficiency in English. Native Spanish language (or proficiency). Catalan is preferred.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to work collaboratively in a team environment and remain calm under pressure.
• Familiarity with support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus.
• Willingness to work in a hybrid environment (30% telework is possible).

We offer

• Company that designs and manufactures worldwide RFID equipment for the retail sector.
• Young and dynamic work environment.
• New 4000sqm corporate building next to Westfield La Maquinista.
• Flexible Compensation: Meal Card and Transportation Card.
• Health Insurance Plan Fully Covered by the Company
• Specialty coffee and table tennis.
• Support for training programs.
• Ability to grow in a fast-paced international company

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Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.