Customer Support Representative

3 weeks ago

Ottawa, Canada Solink Full time

**Customer Support Representative (Full-Time)**

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 a person who can think on their feet, figure out solutions to problems, and is always looking for ways to improve on the status quo. As a key member of our Customer Support team, you will manage relationships with our customers and ensure that they're happy with the Solink product.

This is a customer-facing role so we're looking for employees to join our team with exceptional communication skills. You have a strong command of the English language both written and verbal.

**WHO YOU ARE**:

- You have experience in customer service, technical support, or working for a help desk
- You have a proven ability to take complete ownership of problems from identification through to resolution
- You have the ability to work independently or within a team supporting our customers
- You have good technical analysis and troubleshooting skills
- You're a true 'people' person - you are determined to help them solve problems
- Experience with Zendesk or formal ticketing system is an asset
- You have Top-Notch Communication both written and verbal in English (French and other languages are a bonus)
- Have a friendly attitude where customers can hear your smile through the phone or over chat

**_ Bonus if..._**
- You are Bilingual - Spanish and/or French is great
- You have knowledge or experience with Linux operating systems, networking or 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?**
- Provide support and troubleshooting for any issues that customers have and relay to appropriate internal teams as required
- Be solutions-minded and collaborate with internal teams to address obstacles
- Collect and communicate relevant inputs to all internal stakeholders
- Above all, empathize with the customer, do everything you can to make their experience with Solink exceptional
- You will be required to work evenings and weekends on a rotational basis.

**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..**
- 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 currently operate in a hybrid model, with an in-office requirement 1-2 days a week.

**HOW TO APPLY?**

Cover letters are great, but we see a lot of them so we’re going to spice it up. Since a big part of this role will be helping customers troubleshoot, we’re loo

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