About Us:
At Sienci Labs, we’re committed to delivering outstanding products and service to our customers. We're a growing company in the hobby CNC space and are looking for a proactive, detail-oriented, and personable Junior Customer Support Representative to join our customer experience team.
If you’re adaptable to evolving product and production updates, as well as changing shipping and customs policies — and if you're passionate about helping people, staying calm under pressure, and solving everyday challenges — we’d love to hear from you.
Key Responsibilities:
- Provide and assist customers with technical support through email, phone and remote support
- Provide troubleshooting assistance using the resource pages and Zendesk Knowledge articles
- Troubleshoot customer issues using the in-house CNC machines
- Respond to customer inquiries regarding order status, shipping, and common product questions through phone and email
- Maintain a strong understanding of our products and FAQs to guide customer interactions effectively
Secondary Responsibilities:
- Coordinate missing/replacement parts with the shipping department
- Modify and refund orders on WooCommerce based on customer requests
- Generate quotes and invoices for institutions such as Schools, businesses or non-profit organizations that require Tax-Exempt status
Required Qualifications:
- Minimum 3 years of experience in a customer support role (phone and email support)
- Technically proficient with mechanical components
- Strong diagnostic skills, able to troubleshoot mechanical, electrical and software issues
- Experience using Zendesk or a comparable CRM system
- Familiarity with shipping platforms such as ShipStation, UPS WorldShip, or equivalent
- Strong written and verbal communication skills
- Comfortable handling a variety of customer personalities and situations professionally
- Strong organizational skills and attention to detail
- Ability to multitask and manage time effectively in a fast-paced environment
- Required in-office time to help fulfill customer support replacement/missing parts
Nice to Have:
- CNC, Laser or 3d Printing experience
- Understanding of gcode, CAM/Design software
- Experience working in a hardware or technical product company
What We Offer:
- Competitive salary based on experience
- Health and dental benefits
- Opportunities for growth within the company
- Supportive and collaborative team culture
- On-the-job training with room to develop your skill set
How to Apply:
Please submit your resume and a brief cover letter outlining why you’re a great fit for this role. We thank all applicants for their interest, but only those selected for an interview will be contacted.
Job Types: Full-time, Permanent
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- On-site parking
- Vision care
Work Location: Hybrid remote in Waterloo, ON N2V 1C6
