Technical Support Solutions Specialist

2 days ago


Calgary, Alberta, Canada Blackline Safety Full time
Role Summary

We are seeking a skilled Technical Support Solutions Specialist to join our team at Blackline Safety. This is a critical role that requires a strong technical background, excellent problem-solving skills, and the ability to provide top-notch support to our valued customers and internal teams.

About the Role

As a Technical Support Solutions Specialist, you will play a key part in providing technical assistance to our customers and internal teams for our cloud-based solution. You will be responsible for learning and understanding our products on a technical level, troubleshooting complex hardware, software, and firmware issues, and collaborating with internal support teams to resolve customer concerns.

Key Responsibilities:

• Provide technical support to Blackline's customers and internal teams for our cloud-based proprietary solution
• Troubleshoot a wide variety of complex hardware, software, and firmware issues in a 24/7 business operation
• Conduct analysis of our device data using our analytics tools to identify the correct path for troubleshooting
• Investigate network and connectivity issues
• Manage your case queue of customer requests to meet service levels and advise customers of status until resolution
• Isolate potential hardware failures and software issues for our wirelessly connected safety products
• Resolve all customer concerns via phone and chat to meet technical support service levels
• Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution
• Process RMA (Return Merchandise Authorization) requests into our ERP (NetSuite) system with accuracy
• Assist our internal teams by providing technical information about our products
• Make recommendations for operating improvements
• Ensure the privacy of customer data through various validation and verification methods
• Configure customer life-saving devices using our proprietary portal

Requirements:

We are looking for a candidate with a post-secondary education in a technology discipline, proficiency in English, and minimum 2 years of experience in a technical support capacity. You should have excellent troubleshooting skills, applied logic for problem solving, and the ability to build rapport with customers verbally and through communication. A proven track record of supporting multiple technologies on various platforms and knowledge of PowerBI or other analytics tools for analysis and trouble shooting are also essential.

This is an exciting opportunity to join a world leader in the development and manufacturing of wirelessly connected safety products. As a Technical Support Solutions Specialist, you will play a critical role in ensuring the safety of our customers and contributing to the success of our company. We offer a competitive salary range of $65,000 - $85,000 per year, depending on experience, and a comprehensive benefits package.

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