Shoplogix Hiring for Technical Support Specialist at Toronto, ON Full Time

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.

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.

Who we need

Reporting to the Customer Support Manager and as part of the Operations team, we are looking for a Technical 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.

This is a predominantly remote position with the requirement to come into our Oakville headquarters 1-2 times per week as needed.

What’s in it for you

Exposure. 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.

Career growth. 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 – in time, you could become involved with Customer Advocacy, Pre and Post-Sales Support, Customer and Partner Training, and Implementation Services.

How you will make an impact:
Collaboration. 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.

Provide support. 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.

Grow adoption. 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.

Process Improvement. You will help build our Knowledge Base and engage in continuous improvement by creating shareable documentation for the team, partner community, and customers.

Advocacy: You will engage with and support Continuous Improvement initiatives by assisting customers with data insights.

You will bring:
The experience. 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.

The ownership and drive. You’ve never met a technical problem you couldn’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.

The communication skills. 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.

The flexibility. You are available to work different shifts as part of a team to ensure our customers receive excellent service.

Why join?

Shoplogix is a division of Constellation Software, one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU]. We are in a unique position with the long-term and full backing of Constellation Software, including access to their best practices and career opportunities. At the same time, we have a highly entrepreneurial and dynamic culture as a fully autonomous company.

This is the chance to get in on the ground floor as we lead the manufacturing industry’s digital transformation on a global scale. With a focus on continuous innovation and making data accessible and actionable, we use the latest technologies to build IIoT solutions that solve everyday problems. We take great pride in our first-class team and inclusive, collaborative culture, fostering an open-door approach at all levels. With access to mentorship and best practices, our environment is one where everyone can share ideas, build knowledge, learn from each other, and contribute to their career and our success as a company.

And, when COVID-19 pandemic restrictions are lifted and gathering no longer poses a threat, we look forward to returning to some of the fun we have outside of work, including: weekly indoor/outdoor soccer games, movie nights, mountain biking team races, indoor climbing gym near the office, frisbee golf, beach volleyball and golf tournaments for the whole office.

Apply now

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for, and want to play an integral role changing the manufacturing industry, apply to express your interest.

Shoplogix welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.