Technical Support Specialist

6 months ago

Victoria, Canada Redbrick Technologies Inc. Full time

Redbrick and Leadpages are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.

One thing that our team members say they value most is our fun and truly ‘people-first’ culture. Ours is a place where you’re given the autonomy to do your best work and provided with all the tools and support you need to do so. Here are some of the things our team loves most about working at Redbrick:

- Highly competitive salary
- Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)
- ‘People-first’ culture that prioritizes fun
- Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here)
- Flexibility to work remotely
- State-of-the-art and centrally located offices (Victoria & Minneapolis)
- Remote work fund to create a successful home working setup
- Opportunities to work on interesting products
- High-end hardware and equipment — in the office and at home
- Opportunities to learn and grow through professional development support, funding, and mentorship
- Internal mobility; opportunity to work with various products and teams across the Redbrick portfolio of companies
- Monthly fitness reimbursements to support a healthy and active lifestyle

Redbrick is the parent organization of a portfolio of disruptive digital companies. Headquartered in Victoria, British Columbia, we’ve scaled from local start-up to global name in a few short years, conceptualizing new business ideas, acquiring established companies, and growing them to super-scaled profitability — all thanks to the people we hire.

5 portfolio companies and growing

1 amazing shared service team

200+ employees

One of our five portfolio companies, **Leadpages** is a platform that makes it easy for entrepreneurs to build no-code websites and landing pages. With built-in lead generation and digital marketing tools, small businesses and entrepreneurs can grow their businesses online by easily generating leads and converting them into customers. Leadpages is 60 people strong and part of the Redbrick portfolio. At Leadpages, we live and breathe communication, collaboration and we’re genuinely proud of each other's achievements. We treat each other really well, and we love what we do, every day.
- Jake, Senior Technical Support Specialist

**What does a day look like in my role?**The working schedule for this position will be Monday to Friday with a rotating schedule of working one weekend day per month. This weekend day is very flexible as we work with you to decide which day works best based on your personal schedule

We get it: You want to know what you’re signing up for before you apply, right? This is what you need to know: As a** Technical Support Specialist**, you’ll be responsible for:

- Answering each ticket with empathy and providing app-specific best practices.
- Maintaining professional and technical knowledge by attending in-house workshops, attending product meetings, and reviewing the knowledge base.
- Going above and beyond expectations by not only answering the ticket but anticipating the customer’s future needs.
- Ensuring external and internal customer inquiries are responded to within established timeframes, and technical support service levels are achieved.
- Meeting our key performance indicators (KPIs) of speed, accuracy, and maintaining overall customer satisfaction.
- Leveraging our systems and resources available to go further than you thought possible and be the best teammate you can be.
- Understanding the values and importance of relationships, the success of the customer, and embracing the team aspect.
- Helping to build our knowledge base of answers to frequently asked questions.

**After 1 week you will have**:

- Completed your onboarding.
- Met the team and fellow support staff.
- Become familiar with the training process and what it entails.
- Been introduced to our ticketing system and begin working on some with help from your trainer.

**After 1 month you will have**:

- Successfully completed your first phase of training.
- Entered the apprentice phase of training.
- Become familiar with CS policies and procedures.
- Met other teams and departments within Leadpages and began to make connections.

**After 6 months you will have**:

- Successfully graduated from training (yay).
- Effectively worked on tickets/chats/phone calls from customers.
- Started to contribute to the team and knowledge base.
- Started a project within CS to make your own.

**What we would like to see in you.**

Every Redbricker and Leadpager has three things in common: _We’re curious, hungry, and good-humoured._ We try our best to balance hard work with good, old-fashioned fun. As a **Technical Support Specialist **with Leadpages, there are extra specialties we’re on the lookout for:

- Experien

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