Technical Support Specialist - job 1 of 5
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers.
Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced phone support environment.
This is a remote position open to candidates residing in Canada except in the Toronto, Vancouver, Calgary, Edmonton, and Montreal metro areas. This position requires the ability to work flexible hours - nights and weekends.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
In this role, you will:
- Respond to inbound customer requests for assistance through live channels (phone and chat)
- Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
- Self-Manage personal workload in an effective and efficient manner
- Utilize available knowledge, tools, and resources to resolve customer issues
- Clearly and concisely documenting communications with Customers
- Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
Minimum requirements for the role:
- Bachelor’s degree or higher in a technical discipline such as computer science or engineering
- 1-3 years of experience in a technical product support role
- Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS system
- Interest and ability to work in a fast-growing environment with changing responsibilities
- Technical expertise in cloud applications, mobile computing, and hardware device troubleshooting
- Strong written and verbal English and French communication skills - Spanish is a plus
- Able to work flexible hours - nights and weekends a plus
An ideal candidate also has:
- General knowledge about Electrical circuits, GPS and telematics
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
Average salary estimate
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At Samsara, we're on a mission to transform the way industries run their operations through advanced technology, and we're looking for a dedicated Technical Support Specialist to join our remote team based in Canada. In this role, you will be the frontline hero, responding to customer requests for help with our innovative Connected Operations™ Cloud platform. You’ll handle inquiries through phone and chat, all while collaborating with fellow specialists to ensure our customers receive top-notch support. You'll thrive in a fast-paced environment, managing your own workload effectively while solving complex technical issues and documenting interactions meticulously. With your strong communication skills, you will translate technical jargon into clear, understandable language for customers and be instrumental in championing our principles, like focusing on customer success and building for the long term. If you're passionate about making a real-world impact, from keeping our lights on to ensuring food gets to grocery stores, this opportunity could be the perfect fit for you. Bring your technical know-how, your desire to learn and grow, and your enthusiasm for helping others, and watch how you can make a significant difference at Samsara. Plus, the potential for career development is enormous since we value and support the aspirations of our team members. Get ready to join a high-caliber team that celebrates your successes and pushes you to excel in every challenge you face!
Samsara is a leading software company that offers a platform providing AI safety programs, real-time visibility, workflows, reporting, and an ecosystem of integrations to connect the operations that power the economy.
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