Customer Support Representative

7 months ago

Ottawa, Canada Solink Full time

**Customer Support Representative**

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 positive solutions-based problem solvers who can think on their feet, deliver high-quality customer service with patience & empathy, and are hungry to improve on the status quo. As a key member of our Customer Support team, you will manage relationships with our customers and ensure they're happy with the Solink product and services. This is a customer-facing role so we're looking for employees with exceptional communication skills and people that we can “hear” their smiles on the other end of the phone. Are you a people person who enjoys helping others and solving problems?

**WHO YOU ARE**:

- You have experience in a **customer service** position - retail, fast-food, or other similar experiences are great
- You have a proven ability to take complete **ownership** of problems from identification through to resolution.
- You have **Top-Notch Communication** both written and verbal in **English** AND **French**.
- You have the ability to work **independently** or within a **team**, to support our customers around the world
- You have good** **technical analysis** and **troubleshooting** skills (knowledge of Linux, and programming languages definitely helps, but not needed).
- You are a true '**PEOPLE**' person - you are determined to help them solve problems.
- Have a **friendly** attitude** where customers can hear your smile through the phone or over chat.
- You are open and **willing to learn** Our Product is always changing, and you are someone who likes to stay up to date on changes to our products.
- You are comfortable using G-Suite, MS Office, and other similar programs.

**_ Bonus if you._**
- Are bilingual (Written, Read, Spoken) in Spanish and/or French
- Have previous experience working in a technical support or working for a help desk.
- Have experience with Zendesk or a formal ticketing system.

**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 **SUPERB** customer support and troubleshooting for any issues that they have and relay to appropriate internal teams as required.
- Be **solutions-minded** and **collaborate** with internal teams to address obstacles.
- Collect and communicate bugs, issues, and feedback from customers to the relevant internal teams (Product, QA, etc).
- Above all, **EMPATHIZE** with the customer, do everything you can to make their experience with Solink exceptional.
- Work on a rotational basis to cover the **operating hours (Monday to Sunday - 6 am to 12 am EST)** of the customer support team (Days, Evenings, Weekends, Holidays).

**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;
- Fully paid Health / dental benefits offered immediately (an additional $500 spendin

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