Customer Support Specialist - Jobs in Hamilton, ON

Job Description

Who we areShoplogix is a fast-growing and highly innovative organization focused on delivering smart, cloud-based software solutions that improve production performance for manufacturers worldwide. We have customers in 32 countries and direct representation in 12 countries.Our cloud-based performance management solution delivers real-time visual tracking and analysis of production and automatically highlights the opportunity cost of downtime in a visual and intuitive reporting interface. The shoplogix platform integrates data visualization with powerful analytics to expose hidden losses, eliminate waste and accelerate continuous improvement.We have very ambitious growth targets, both organic and through acquisition—we have only begun to scratch the surface of the addressable market. An emerging market for Smart Manufacturing, Digitization, Artificial Intelligence and Industry 4.0 is driving significant demand for technology solutions like shoplogix. We are on a mission to create something extraordinary, a world-class global IIoT (Industrial Internet of Things) company in manufacturing. We value curiosity, drive, transparency and engagement. Join us.Who we needReporting to the Customer Support Manager and as part of the Operations team, we are looking for a Customer 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 youExposure. 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 joinThis is the chance to get in at the ground floor as we lead the digital transformation of the manufacturing industry, using the latest technologies to build solutions that solve everyday problems with a focus on continuous innovation.We offer competitive compensation, flex hours, and a comprehensive benefits package. As part of a highly successful publicly owned company, Constellation Software, we provide an environment rich in growth opportunities across any area of the broader organization, stability and security, and best practices and processes. And we continue to operate as a responsive, entrepreneurial, fast-growth company scaling organically and through acquisition.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 nowDiversity 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, share our way of thinking and want to play an integral role in impacting health tech and health care, 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.pQJ1ZT4STPQuick Apply

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