Technical Support Representative
Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.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 someone who is a natural problem-solver, thinks on their feet, and is committed to improving the customer experience. As a full-timeTechnical Support Representative, you’ll play a crucial role in ensuring our customers are satisfied with Solink’s products and services. You will be the first point of contact for technical issues, providing support, troubleshooting, and facilitating resolutions to enhance our customers’ experience.This is a customer-facing role that requires exceptional communication skills and the ability to handle diverse challenges with professionalism and efficiency.
WHO YOU ARE
- Problem-Solver: You can take ownership of issues from identification through resolution.
- Technically Skilled: You possess strong technical analysis and troubleshooting abilities.
- Collaborative: You can work independently or as part of a team to support our customers.
- Exceptional Communicator: Your written and verbal English skills are excellent, and customers can “hear” your smile through the phone or chat.
- Reliable: You are dependable and flexible with scheduling to meet the needs of our customers.
Bonus if you…
- Have prior experience in customer service, technical support, or help desk roles.
- Are familiar with ticketing platforms such as Zendesk.
- Are fluent in French, Spanish, German, or any other language.
- Can work full-time, flexible shifts, including evenings, weekends, and holidays, to provide support during our operating hours (6 a.m. to midnight, 7 days a week).
SECURITY REQUIREMENTS:
- Candidates must undergo a criminal records check upon hire;
- 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 support to customers for hardware and software issues, troubleshoot technical problems, and relay solutions to customers and internal teams as needed.
- Manage and resolve customer inquiries using email, phone, and live chat through ticketing systems like Zendesk, Jira, and Confluence.
- Request on-site technicians after thorough analysis and troubleshooting of issues.
- Collaborate with internal teams to address and resolve customer obstacles, ensuring a seamless experience.
- Collect and share relevant feedback with internal stakeholders to continuously improve our services.
- Deliver a personalized and human touch to customer interactions, making their experience exceptional.
- Maintain dependability and adaptability to meet customer needs.
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;
- A 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;
- An “open-door” policy where communication and brainstorming are encouraged;
- A really positive and fun environment working with an incredibly ENERGETIC team;
- Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);
- Monthly reimbursement toward a health and wellness program;
- Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)
Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email
peopleops@SolinkCorp.com
.
We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.
HOW TO APPLY?
Please submit your cover letter and resume addressed to Luke Skywalker outlining why you would be the right fit for this position.
