Technical Support Analyst

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

The Technical Support Analyst plays a crucial part in providing support to our valued customers and internal teams for our cloud-based solution. This requires learning and understanding our products on a technical level and being able to use that knowledge to understand end user issues, to walkthrough and help them implement solutions.

Responsibilities:

• Provide technical support to Blackline’s customers and to internal teams for our cloud-based proprietary solution.
• You will troubleshoot a wide variety of complex hardware, software, and firmware issues in a 24/7 business operation
• Conduct analysis of our device data using our analytics tools to identify the correct path for troubleshooting
• Investigate network and connectivity issues
• Manage your case queue of customer requests to meet service levels and advise customers of status until resolution.
• Isolate potential hardware failures and software issues for our wirelessly connected safety products
• Resolve all customer concerns via e-mail, phone, and chat to meet technical support service levels
• Recognize technical problems and trends and collaborate with internal support teams to determine escalation and resolution
• Process RMA (Return Merchandise Authorization) requests into our ERP (NetSuite) system with accuracy
• Assist our internal teams by providing technical information about our products
• Make recommendations for operating improvements
• Ensure the privacy of customer data through various validation and verification methods
• Configure customer life-saving devices using our proprietary portal

Qualifications/Education:

• Post secondary education in a technology discipline
• Proficiency in English is required
• Bilingual proficiency in Arabic or French is preferred
• Minimum of 2 years of experience in a technical support capacity
• Excellent troubleshooting skills and applied logic for problem solving
• Ability to build rapport with customers verbally and through email communication.
• Demonstrated ability to take ownership and drive solution-based results.
• Experience with a case management system and technical escalation protocols
• Knowledge of PowerBI or other analytics tools for analysis and trouble shooting
• Proven track record supporting multiple technologies on various platforms
• Passionate technologist, eager to explore new skills and technology  

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly-traded company (TSX: BLN). To learn more about our company visit www.blacklinesafety.com

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.