Technical Support Specialist

<p>Reporting to the Customer Support Manager and as part of the Operations team, we are looking for a Technical&nbsp;Support Specialist with a background in engineering, manufacturing operations, or consulting. You will support our suite of hardware and software products.&nbsp;</p> <p><strong>This is a predominantly remote position with the requirement to come into our Oakville headquarters 1-2 times per week as needed.&nbsp;</strong></p>

Toronto/ Hamilton/ Oakville/ Milton

shoplogix

<span style="font-weight: 400;">Shoplogix IIoT cloud platform provides manufacturers with real-time machine performance data, powerful analytics, and easy-to-use dashboards that drive continuous improvement. We are focused on delivering solutions that improve plant performance for manufacturers worldwide. Shoplogix is a division of Constellation Software, the largest software company and the most successful technology stock in Canada over the last 10 years. Shoplogix is in a unique position as it has the long-term and full backing of Constellation Software including access to their best practices and career opportunities. </span> https://shoplogix.com/

keywords: who we are,what's in it for you,why join?,collaboration,provide support,grow adoption,process improvement,advocacy,the experience,the ownership and drive,the communication skills,the flexibility

Experienced

Overview: <p>&nbsp;</p> <p><strong>Who we are</strong></p> <p><span style="font-weight: 400;">At Shoplogix, we are on a mission to create something extraordinary: a world-class global IIoT (Industrial Internet of Things) software company that delivers real-time, 24/7 impact to manufacturers around the globe.</span></p> <p><strong><span style="font-weight: 400;">We empower our clients in 32 countries with information and insights to advance their operational excellence strategy. Our cloud-based performance management solution delivers real-time visual tracking and analysis of production, integrates powerful reporting capabilities, and accelerates continuous improvement.</span> <br /><br />Who we need</strong></p> <p>Reporting to the Customer Support Manager and as part of the Operations team, we are looking for a Technical&nbsp;Support Specialist with a background in engineering, manufacturing operations, or consulting. You will support our suite of hardware and software products. You will be responsible for ensuring customer satisfaction, responding to and prioritizing maintenance support requests. You will stay up to date on product offerings and proactively address repeat issues, working across teams to implement permanent resolutions. You will be accountable for ensuring that existing customers continue to gain business value from our solutions and maximize adoption.</p> <p><strong>This is a predominantly remote position with the requirement to come into our Oakville headquarters 1-2 times per week as needed.&nbsp;</strong></p> <p><strong>What&rsquo;s in it for you</strong></p> <p><strong>Exposure.</strong>&nbsp;Our SaaS products are the leading IIoT, analytics and digital factory platform for the manufacturing sector. You will grow your understanding of our products and the real-world problems they solve for our customers.&nbsp;</p> <p><strong>Career growth.</strong>&nbsp;You will be part of an organization that believes in promoting from within, working under the direction and mentorship of a supportive manager. Your role will grow as you gain experience &ndash; in time, you could become involved with Customer Advocacy, Pre and Post-Sales Support, Customer and Partner Training, and Implementation Services.</p>
Responsibilities: <p><strong>How you will make an impact:</strong></p> <ul> <li><em><strong>Collaboration.</strong></em>&nbsp;You will shadow senior team members and learn how to diagnose issues effectively. You will provide ideas and feedback on permanent solutions and product enhancements.</li> <li><em><strong>Provide support.&nbsp;</strong></em>You will manage customer support cases on a day-to-day basis, including monitoring the incoming queue, answering the support phone line, and escalating cases appropriately and promptly. You will diagnose and troubleshoot technical issues, including account setup and configuration. You will determine the cause and solution or workaround to a problem.&nbsp;</li> <li><em><strong>Grow adoption.</strong></em>&nbsp;You will present and discuss new features with the customer, perform the installation or changes required. You will provide training and support, validating success and understanding. You will respond to any technical product inquiries.</li> <li><em><strong>Process Improvement.</strong></em>&nbsp;You will help build our Knowledge Base and engage in continuous improvement by creating shareable documentation for the team, partner community, and customers.</li> <li><em><strong>Advocacy:&nbsp;</strong></em>You will engage with and support Continuous Improvement initiatives by assisting customers with data insights.</li> </ul>
Requirements: <p><strong>You will bring:&nbsp;</strong></p> <ul> <li><em><strong>The experience.</strong></em>&nbsp;You have exceptional customer service and communication skills gained through post-sales and customer service and working with cross-functional teams. Your priority is the satisfaction of your customers as a result of creative problem solving and applying theoretical concepts to practical applications. Ideally, you have worked in a manufacturing environment and have exposure to hardware installations, electrical wiring, PLC programming.</li> <li><em><strong>The ownership and drive.</strong></em>&nbsp;You&rsquo;ve never met a technical problem you couldn&rsquo;t solve by digging into deep research, testing, and connecting with peers. You take pride in helping people engage with technology. You are continuously seeking knowledge and opportunities. You can independently own and meet your deliverables.</li> <li><em><strong>The communication skills.</strong></em>&nbsp;You have outstanding verbal and written abilities. You are an empathetic and active listener, able to drill down through intelligent questions and deep product knowledge. You can navigate customer anxiety, respond with urgency, and translate technical solutions for a non-technical audience.&nbsp;</li> <li><em><strong>The flexibility.</strong></em>&nbsp;You are available to work different shifts as part of a team to ensure our customers receive excellent service.</li> </ul>