Technical Support Specialist, Analytics Solutions

6 months ago

Oakville, Canada Shoplogix Full time

Who we are

At Shoplogix, we are on a mission to create something extraordinary: a world-class global IIoT (Industrial Internet of Things) software company that delivers real-time, 24/7 impact to manufacturers around the globe.

We empower our clients in 32 countries with information and insights to advance their operational excellence strategy. Our cloud-based performance management solution delivers real-time visual tracking and analysis of production, integrates powerful reporting capabilities, and accelerates continuous improvement.

Who we need

Reporting to the Customer Support Manager, we are looking for a Technical Support Specialist to join our team. You will prioritize customer satisfaction and experience as you listen to and engage with customers and provide support for our Analytics products. You will rapidly respond to maintenance support and general help desk requests and be accountable for ensuring our customers maximize adoption of and see the added value in our solutions.

This is a hybrid position working remotely with the ability to come into the office in Oakville, ON, 1-2 times per week or as needed.

What's in it for you

Exposure. Our SaaS products are the leading IIoT, analytics and digital factory platform for manufacturing. You will grow your understanding of our products and the real-world problems they solve for our customers.

Career growth. You will be part of an organization that believes in promoting from within, working under the direction and mentorship of a supportive manager. Your role will grow as you gain experience - in time, you could become involved with Customer Advocacy, Pre and Post-Sales Support, Customer and Partner Training, and Implementation Services.

How you will make an impact:

- Collaboration. You will shadow senior team members and learn how to diagnose issues effectively. You will provide ideas and feedback on permanent solutions and product enhancements.
- Provide support. You will manage customer support cases daily, including monitoring the incoming queue, answering the support phone line, and escalating cases appropriately and promptly. You will diagnose and troubleshoot technical issues, including account setup and configuration. You will determine the cause and solution or workaround to a problem.
- Grow adoption. You will present and discuss new features with the customer and perform the installation or changes required. You will provide training and support, validating success and understanding. You will respond to any technical product inquiries.
- Process Improvement. You will help build our Knowledge Base and engage in continuous improvement by creating shareable documentation for the team, partner community, and customers.
- Advocacy. You will engage with and support continuous improvement initiatives by assisting customers with data insights.

You will bring:

- The experience. You have experience on a cross-functional team in an entrepreneurial, fast-paced and high-growth environment. Ideally, you have worked in a manufacturing environment and have exposure to hardware installations, electrical wiring, and PLC programming.
- The ownership and drive. You've never met a technical problem you couldn't solve by digging into deep research, testing, and connecting with peers. You take pride in helping people engage with technology. You are continuously seeking knowledge and opportunities. You bring a balance of autonomy and collaboration, and you can independently own and meet your deliverables.
- The communication skills. You have outstanding verbal and written abilities. You are an empathetic and active listener, able to drill down through intelligent questions and deep product knowledge. You can navigate customer anxiety, respond urgently, and translate technical solutions for a non-technical audience.
- The flexibility. You are available to work different shifts as part of a team to ensure our customers receive excellent service.

Why join?

Shoplogix is a division of Constellation Software, one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU]. We are in a unique position with the long-term and full backing of Constellation Software, including access to their best practices and career opportunities. At the same time, we have a highly entrepreneurial and dynamic culture as a fully autonomous company.

This is the chance to get in on the ground floor as we lead the manufacturing industry's digital transformation on a global scale. With a focus on continuous innovation and making data accessible and actionable, we use the latest technologies to build IIoT solutions that solve everyday problems. We take great pride in our first-class team and inclusive, collaborative culture, fostering an open-door approach at all levels. With access to mentorship and best practices, our environment is one where everyone can share ideas, build knowledge, learn fr

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