Technical Account Support Specialist

Technical Account Support Specialist 

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…

As a Technical Account Support Specialist, you will be the primary technical contact for the customer success team, helping resolve software and hardware issues efficiently. You'll collaborate with sales, product, and technical teams to ensure client requirements are met. You'll participate in client meetings to review technical issues and gather feedback, manage escalations, and track project progress. You'll contribute to expanding client relationships and improving service delivery for our customers.

WHO YOU ARE:

• You hold a Bachelor’s degree in Computer Science, Information Technology, or related field or have equivalent experience.

• You have 1-3 years of experience in technical account management, customer success, technical support roles, particularly in a client-facing position.

• You have a strong technical background and understanding of hardware, software development, architecture, infrastructure and networking.

• You have proficiency in CRM software and other industry-related IT tools.

• You have excellent communication, presentation, and interpersonal skills.

• You are agile and have proven ability to prioritize and manage multiple tasks efficiently.

• Be able to balance both reactive inbound items from accounts and be able to navigate and get ahead of potential issues proactively.

• You have strong project management skills, with the ability to manage multiple tasks and projects simultaneously.

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?

• Serve as the primary technical contact for the customer success team, assisting in handling technical issues related to client accounts.

• Provide assistance to customers and technicians in resolving software and hardware issues in a timely manner through our customer-facing platforms.

• Embrace an ‘always on/always up’ mentality by maintaining and managing our growing infrastructure of networked devices, cameras and customer locations.

• Work closely with sales, product and technical teams to understand client requirements and ensure successful delivery of technical services.

• Develop and maintain project plans, timelines, and budgets.

• Track and report on project progress and status.

• Participate in client meetings to review technical issues, gather feedback, and identify opportunities for improvement.

• Collaborate with cross-functional teams including sales, engineering, and product management to identify opportunities to expand client relationships.

• Manage escalations and coordinate with internal teams to resolve client issues.

• Maintain up-to-date knowledge of industry trends, technologies, and best practices.

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)

• Please note: We currently operate within a hybrid model.

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 Princess Leia outlining why you would be the right fit for this position.