Technical Support Representative
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Key skills for this role
About the Role
Solink is seeking a Technical Support Representative to provide frontline technical support for its cloud-based video security platform. You will troubleshoot hardware, software, and networking issues, support field technicians, and collaborate with deployment and sales teams.
Key Skills for This Role
Responsibilities
- Provide front line technical support to customers via phone, chat, and ticketing systems
- Support field technicians and installation partners with technical guidance during hardware setup and deployment
- Correspond with Solink’s network of installation service providers to keep deployments on track
- Diagnose and resolve technical issues related to networking, system integration, and device connectivity
- Build deep product knowledge and apply critical thinking to navigate ambiguous, non scripted situations
- Collaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience
- Accurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems
Requirements
- Strong computer literacy and technical aptitude
- Excellent verbal and written communication skills
- Flexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays
- Background or coursework in computer science, IT/networking, or programming
- Experience with Zendesk, Jira or similar ticketing systems
- Prior customer service/call center experience
- Bilingual in English and French
- Must undergo a criminal records check upon hire
- Be a Canadian Citizen or eligible to work in Canada
Full Job Posting
About Solink
- Solink provides a cloud based platform that transforms video security into real time operational insights.
- Trusted by over 30,000 locations across 32+ countries, including brands like McDonald’s and JYSK.
- Recognized by Deloitte’s Fast 50 and Fast 500, Business Intelligence Group, and as one of Ottawa’s Best Places to Work.
The Role
- As a Technical Support Representative, you'll be the frontline problem solver for customers and installation partners troubleshooting Solink's hardware, software, and deployments.
- This is not a scripted call center role; you'll think critically and build real product expertise.
What You’ll Do
- Provide front line technical support to customers via phone, chat, and ticketing systems.
- Support field technicians and installation partners with technical guidance during hardware setup and deployment.
- Correspond with Solink’s network of installation service providers to help keep deployments on track.
- Diagnose and resolve technical issues related to networking, system integration, and device connectivity.
- Build deep product knowledge and apply critical thinking to navigate ambiguous, non scripted situations.
- Collaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience.
- Accurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems.
What You Bring Must Have
- Strong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.
- Excellent verbal and written communication skills, with a customer first mindset and critical thinking.
- Flexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays.
Nice to Have
- Background or coursework in computer science, IT/networking, or programming.
- Experience with Zendesk, Jira or similar ticketing systems.
- Prior customer service/call center experience.
- Bilingual in English and French.
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.
Why Solink?
- Clarity and trust: flexibility in how and where work gets done.
- Meaningful equity: every full time, permanent employee has a stake in our growth.
- Comprehensive benefits: fully paid health & dental (no waiting period) + CAD 500 health spending account.
- Wellness support: monthly reimbursement for fitness, wellness, or mental health programs.
- Growth through merit: advancement based on contribution and initiative.
- Candid culture: clear expectations, honest feedback, and no politics.
- Social connection: So learns, Solink o, and So lunches.
What to Expect from the Hiring Process
- Intro call with our Talent Team
- Interview with the Hiring Manager
- Reference Checks
- Offer & onboarding
How to Apply
- Submit your resume and a short cover letter via our Careers Page.
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