Technical Account Support Specialist

3 days ago

Ottawa, Canada Solink Full time

**Technical Account Support Specialist**

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 are seeking a Technical Account Support Specialist to join our growing team. If you are passionate about delivering exceptional technical service, servicing a specific set of customers and are excited about working in a dynamic, fast-paced environment, we want to hear from you This role will be responsible for managing client relationships and ensuring successful delivery of technical services. This role requires a deep understanding of both technical and business requirements, excellent communication skills, and a strong ability to manage and prioritize tasks with a STRONG customer centric approach.

**WHO YOU ARE**:

- You hold a Bachelor’s degree in Computer Science, Information Technology, or related field or have equivalent experience.
- You have 1-3 years of experience in technical account management, customer success, technical support or a related role.
- You have a strong technical background and understanding of software development, architecture,infrastructure and networking.
- You have excellent communication, presentation, and interpersonal skills.
- You are agile and have proven ability to prioritize and manage multiple tasks efficiently.
- Be able to balance both reactive inbound items from accounts and be able to navigate and get ahead of potential issues proactively.
- You have strong project management skills, with the ability to manage multiple tasks and projects simultaneously.
- You are resourceful, possess strong problem-solving skills and are able to follow processes and procedures but not afraid to create processes where needed.
- You collaborate effectively with cross-functional teams and various stakeholders.
- You thrive in working in a fast-paced, high-growth environment.
- You are able to travel in Canada and USA, as needed.
- You are bilingual (written, read, spoken) in Spanish - an asset, but not mandatory.

**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?**
- Serve as the primary technical point of contact for major accounts, assisting in managing relationships and ensuring client satisfaction.
- Provide assistance to customers and technicians in resolving software and hardware issues in a timely manner through our customer facing platforms.
- Embrace an ‘always on/always up’ mentality by maintaining and managing our growing infrastructure of networked devices, cameras and customer locations.
- Work closely with sales, product and technical teams to understand client requirements and ensure successful delivery of technical services.
- Develop and maintain project plans, timelines, and budgets.
- Track and report on project progress and status.
- Conduct regular client meetings to review progress, discuss issues and identify opportunities for improvement.
- Collaborate with cross-functional teams including sales, engineering, and product management to identify opportunities to expand client relationships.
- Manage escalations and coordinate with internal teams to resolve client issues.
- Maintain up-to-date knowledge of industry trends, technologies, and best practices.

**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

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