Technical Support Specialist I

Redbrick and Delivra 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.

4 portfolio companies and growing

1 amazing shared service team

140+ employees

At Delivra, we work hard to create a welcoming and inclusive environment that respects all of our people. We value diversity and encourage everyone to bring their whole selves to the workplace to promote their unique strengths. Embracing and encouraging the diversity of various perspectives creates a safe and collaborative environment that leads to product innovation, diverse viewpoints and a successful business.

We are changing the way work gets done, and building an exceptional team is our top priority. We cheerlead your goals and accomplishments and are invested in your future. In line with putting your overall well-being first, we provide our team with the freedom and flexibility to work where they work best. Most of our team enjoys a blend of remote and in-office work. In-office time brings many perks, and we also place an emphasis on planning events and fun that all can enjoy.

**What does a day look like in my role?**
As the** Technical Support Specialist I**, you will focus your efforts on resolving advanced Delivra customer support needs and share primary responsibility for our client’s success through technical knowledge, Delivra product expertise and excellent customer service skills.

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 I** at Delivra, you’ll be responsible for:

- Resolving support tickets submitted through the Zendesk portal
- Identifying support tickets requiring escalation to the Engineering team and remaining involved to assure the quality of communication with the customers is high calibre and consistent.
- Spotting trends or patterns across Client Services; be inquisitive.
- Contributing to Delivra’s knowledge management by identifying and/or creating knowledge base articles.
- Participating in New Release and Hotfix QA efforts.
- Working closely with the Director of Customer Success to build and maintain Zendesk workflows and reports to help improve efficiency and visibility to capacity and performance.
- After 1 week
- Meet your Delivra team members
- Learn all about Delivra - the product, company, and culture
- After 1 month
- Document resolution processes for future needs and reference
- Update Knowledge Base articles based on your new learnings
- After 6 months
- Resolve support tickets with mínimal assistance
- Suggest and create documentation that would help both internal staff and our clients

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

Every Delivra employee 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 I** with Delivra, there are extra specialties we’re on the lookout for:

- 2+ years of relevant technical support experience
- An Associates degree in IT, Science or Communication is a bonus
- Previous experience supporting internal and external customers.
- Experience with HTML, CSS, SQL (querying) and web service APIs.
- Ability to prioritize and manage multiple tasks.
- Strong teamwork and collaboration skills.
- Excellent verbal and