Technical Account Support Specialist

Solink

21h • Remote

About The Position

As a Technical Account Support Specialist, you will be the primary technical contact for escalated cases, helping resolve software and hardware issues efficiently. You'll collaborate with sales, customer success, product, and technical teams to ensure client requirements are met. You'll be actively involved in client meetings and communications to review technical issues and gather feedback, manage escalations, and track project progress. You'll contribute to expanding client relationships and improving service delivery for our customers.

Requirements

• You hold a Bachelor’s degree in Computer Science, Information Technology, or related field or have equivalent experience.
• 1-3 years of experience in technical account management, customer success, technical support roles, particularly in a client-facing position.
• A 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.
• Agile and have proven ability to prioritize and manage multiple tasks efficiently.
• Be able to balance both reactive inbound items from accounts and be able to navigate and get ahead of potential issues proactively.
• Strong project management skills, with the ability to manage multiple tasks, reporting and projects simultaneously.
• 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.

Responsibilities

• Serve as the primary technical contact for customer support and deployment, assisting in handling technical issues related to client accounts.
• Provide assistance to customers and technicians in resolving software and hardware issues in a timely manner through our customer-facing platforms.
• Maintain and manage our growing infrastructure of networked devices, cameras and customer locations.
• Work closely with sales, customer success, product and technical teams to understand client requirements and ensure successful delivery of technical services.
• Develop and maintain project plans, timelines, and budgets.
• Track and report on project progress and status.
• Participate in client meetings to review technical issues, gather feedback, and identify opportunities for improvement.
• Collaborate with cross-functional teams including sales, engineering, and product management to identify opportunities to expand client relationships.
• Manage escalations and coordinate with internal teams to resolve client issues.
• Maintain up-to-date knowledge of industry trends, technologies, and best practices.
• Proactively minimize escalated situations through identifying trends, knowledge gaps and process gaps.

Benefits

• Fully paid health & dental (no waiting period)
• $500 health spending account
• Monthly reimbursement for fitness, wellness, or mental health programs
• Meaningful equity: Every full-time, permanent employee has a stake in our growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level