Customer Support Specialist remotely supporting JD Power’s automotive data and software users across Canada. Troubleshooting dealership workflows, integrations, APIs, and customer cases.
About the role
- Technical account support specialist resolving hardware and software issues for Solink’s cloud video-security platform. Managing escalations, projects, and client relationships across support and technical teams.
Responsibilities
- Serve as the primary technical contact for customer support and deployment
- Assist customers and technicians in resolving software and hardware issues through customer-facing platforms
- Maintain and manage infrastructure of networked devices, cameras, and customer locations
- Collaborate with sales, customer success, product, engineering, and technical teams to understand client requirements and deliver technical services
- Develop and maintain project plans, timelines, and budgets
- Track and report project progress and status
- Participate in client meetings to review technical issues and gather feedback
- Identify opportunities to improve service delivery and expand client relationships
- Manage escalations and coordinate with internal teams to resolve client issues
- Maintain current knowledge of industry trends, technologies, and best practices
- Identify trends, knowledge gaps, and process gaps to proactively minimize escalations
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience
- 1–3 years of experience in technical account management, customer success, or technical support, particularly in a client-facing position
- Strong technical background and understanding of hardware, software development, architecture, infrastructure, and networking
- Proficiency in CRM software and other industry-related IT tools
- Excellent communication, presentation, and interpersonal skills
- Ability to prioritize and manage multiple tasks efficiently
- Ability to balance reactive inbound account issues with proactive issue prevention
- Strong project management skills, with ability to manage multiple tasks, reporting, and projects simultaneously
- Criminal records check upon hire
- Canadian citizenship (including dual citizenship) or eligibility to work in Canada
- Willingness to comply with Solink’s security policies and standards
Benefits
- Meaningful equity for every full-time, permanent employee
- Fully paid health and dental benefits with no waiting period
- $500 health spending account
- Monthly reimbursement for fitness, wellness, or mental health programs
- Flexible working arrangements where the role allows
- Advancement based on contribution, initiative, and performance
- Social connection activities including So-learns, Solink-o, and So-lunches
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