Technical Support Representative

6 months ago

Ottawa, Canada Solink Full time

**TECHNICAL SUPPORT REPRESENTATIVE**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_
A bit about the role _**

We’re looking for positive solutions-based problem solvers who can think on their feet, deliver high-quality customer service with patience & empathy, and are hungry to improve on the status quo. As a key member of our Customer Support team, you will manage relationships with our customers, and technicians, and ensure they're happy with the Solink product and services. This is a customer-facing role so we're looking for people with exceptional communication skills and people that we can “hear” their smiles on the other end of the phone. Are you a people person who enjoys helping others and solving problems?

**WHO YOU ARE**
- You have **outstanding communication** skills in English (written, read, spoken).
- You have **STRONG experience** handling **complex technical escalations**.
- You have strong **interpersonal skills** and experience in customer service, technical support, or a similar support role.
- You have a good understanding of **networking**.
- You’re inquisitive and determined, with a **desire to learn**.
- You are forward-thinking and look for solutions outside the box.
- You are **resourceful**, possess strong **problem-solving skills,** and are able to follow processes and procedures.
- You are agile and have a proven ability to **prioritize** and manage **multiple tasks** efficiently.
- You have a friendly attitude and are able to work** independently** and within a **team**.
- You have the proven ability to take complete ownership of problems from **identification** through to **resolution**.

**_ Nice to have _**
- You are bilingual (French or Spanish).
- You have experience looking at logs to troubleshoot.
- You have experience with a formal ticketing system or chat platform.
- You have experience/knowledge of Linux or any form of coding.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- Embrace an ‘**always on/always up**’ mentality by maintaining and managing our growing infrastructure of networked devices, cameras, and customer locations.
- Provide assistance to customers and technicians in **resolving software** and **hardware **issues in a timely manner through our customer-facing platforms.
- Work closely with **internal** and **external** parties to diagnose and troubleshoot technical issues to ensure the customer is delighted with our product.
- This includes working with field technicians on hardware-related networking issues with a higher level of complexity.
- **Work on a rotational basis to cover the operating hours (Monday to Sunday - 6 am to 12 am EST) of the customer support team (Days, Evenings, Weekends, Holidays)**.

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

**WHY WORK AT SOLINK?**

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun

All that - PLUS we offer..
- Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);
- Opportunities for growth based on merit, skill, and initiative;
- Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;
- A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;
- Interesting and exciting assignments ranging in size, type, and complexity;
- An “open-door”

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