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Analyst, Technical Support

3 months ago

Calgary, Canada Internetwork Expert Full time

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Our Customer Care team is seeking an enthusiastic and customer-centric Analyst, Technical Support to join their growing team. You will play a crucial part in providing support to our valued customers and internal teams for our cloud-based solution. We are looking for someone who possesses strong communication skills in both English and Spanish to ensure seamless interaction with our diverse customer base.

Responsibilities:

  • Provide technical support to Blackline’s customers and to internal teams for our cloud-based proprietary solution.
  • You will troubleshoot a wide variety of complex hardware, software, and firmware issues in a 24/7 business operation
  • Conduct analysis of our device data using our analytics tools to identify the correct path for troubleshooting
  • Investigate network and connectivity issues
  • Manage your case queue of customer requests to meet service levels and advise customers of status until resolution.
  • Isolate potential hardware failures and software issues for our wirelessly connected safety products
  • Resolve all customer concerns via e-mail, phone, and chat to meet technical support service levels
  • Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution
  • Process RMA (Return Merchandise Authorization) requests into our ERP (NetSuite) system with accuracy
  • Assist our internal teams by providing technical information about our products
  • Make recommendations for operating improvements
  • Ensure the privacy of customer data through various validation and verification methods
  • Configure customer life-saving devices using our proprietary portal
  • Post secondary education in a technology discipline
  • Minimum of 2 years of experience in a technical support capacity
  • Excellent troubleshooting skills and applied logic for problem solving
  • Ability to build rapport with customers verbally and through email communication.
  • Demonstrated ability to take ownership and drive solution-based results.
  • Experience with a case management system and technical escalation protocols
  • Knowledge of PowerBI or other analytics tools for analysis and trouble shooting
  • Proven track record supporting multiple technologies on various platforms
  • Passionate technologist, eager to explore new skills and technology
  • You may have experience in an instrumentation environment.
  • You demonstrate advanced verbal and written business communication skills that are clear, concise, courteous, and professional.
  • Organized, detail-oriented, and possess a high level of accuracy in your work
  • A team player who offers solutions and ideas to continually improve the business
  • You are curious and proactive in your approach to understanding customer issues
  • You possess strong business acumen and use a logical approach when faced with a problem
  • A self-motivated individual with a positive attitude, wanting to make a difference within your team and the business.
  • You can adapt to uncertain situations and change of priorities with ease
  • You are excited by our growth and want to excel in your career
  • A professional that is committed to supporting safety and understands the impact your role has in protecting our customers.

Considered an Asset:

  • Technologist Diploma (EET, MET, IET, CMT)
  • Electronics knowledge and experience
  • Experience in the oil and gas industry with knowledge of gas detection
  • Experience in technologist or instrumentation capacity

Languages:
As a global technical support team, 2nd and multiple language skills are highly desirable

  • English (Mandatory);
  • Spanish (Mandatory)
  • All other 2nd languages (Desirable)

Hours:

  • We provide 24 hours, 7 days per week coverage to our internal and external customers
  • Full training will be provided and will take place Monday-Friday in 8-hour shifts during the hours of 6 a.m. – 6 p.m

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

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