Bilingual Customer Support Analyst providing support to Guelph Call Centre clients and employees. Assisting with inquiries, troubleshooting problems, and resolving escalated customer complaints.
About the role
- Technical Support role at Samsara, providing customer assistance across channels. In-depth troubleshooting for SaaS platforms, collaborating globally for seamless support.
Responsibilities
- Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions assisting customer inbound requests through web, phone, chat and email channels.
- Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
- Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
- Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
- Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
- Champion Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.
Requirements
- Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree.
- 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
- Demonstrate proficiency in troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers.
- Bilingual proficiency in English and French is a must.
- Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
- Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
- Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
- Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.
Benefits
- flexible, employee-led remote model
- professional development stipend
- comprehensive health and parental leave plans
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