Customer Support Team Lead

1 month ago

Ottawa, Canada Solink Full time

**CUSTOMER SUPPORT TEAM LEAD**

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..._**

**WHO YOU ARE**:

- You have experience in customer service, technical support, or working for a help desk.
- You have experience working with ticketing systems - Zendesk and/or Jira would be an asset.
- You have good technical analysis and troubleshooting skills
- You have Top-Notch Communication both written, verbal, and read in English
- You have a proven ability to take complete ownership of problems from identification through to resolution.
- You're a true 'people' person - you are determined to help them solve problems.
- You have an ability to manage multiple tasks and responsibilities at once.
- You are able to work with individuals to bring out their best skill sets, in order for a team to be successful.
- You are able to think differently - new processes, ideas and ways of working in order to level the team up.
- You are willing, available, and capable of working rotating schedules (days, evenings and weekends) in line with business needs.

**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?**
- Assist with coaching and performance feedback for customer support representatives.
- Collaborate on Team scheduling and shift assignments.
- Handle escalated customer requests.
- Monitor progress on team projects.
- Continue to provide service to customers through usual platforms.
- Work on process improvement.
- Training and onboarding of new hires.
- Assist with the hiring process.
- Monitoring platform activity to ensure optimal coverage.
- Ensure team and individuals are meeting organizational and team KPIs
- Working on the support platforms alongside the team as required.
- You will be responsible for on-call items during the evenings and weekends.
- Manage and motivate a team of highly customer centric individuals

**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;
- 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” policy where communication and brainstorming is encouraged;
- A really positive and fun environment working with an incredibly ENERGETIC team;
- Competitive salary reviewed annually;
- Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);
- Monthly reimbursement toward a health and wellness;
- Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)
- **Please note: We are currently operating within a hybrid model, with in-office expectations weekly.**

**HOW TO APPLY?**

Please submit your cover letter and resume addressed to **Chewbacca** outlining why you would be the right fit for this position.

**_

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