Job Description

Responsibilities

• Lead, and support a team of Senior Technical Support Analysts and Field Technicians to deliver high levels of service excellence.
• Supervise and coordinate the activities of Field Technicians, ensuring timely responses to on-site support needs and efficient issue resolution.
• Provide hands-on technical support for all Blackline Products and Services, assisting in troubleshooting and problem resolution.
• Act as a point of escalation for complex technical issues, working closely with internal teams to achieve prompt resolutions.
• Provide coaching, mentoring, and guidance to team members to foster their growth and development.
• A review of service level targets for case management to ensure customer satisfaction and escalation are being assigned.
• Provide customers, both internal and external, with clear guidance on technical support and Field Support procedures and best practices.
• Monitor team schedules to align with customer service demands, recommend adjustments as necessary and plan proactively for growth.
• Utilize key performance indicators (KPIs) to assess performance, identify areas for improvement, and develop action plans to enhance team efficiency and ensure service levels are met.
• Respond to escalated customer requests, collaborating with internal teams as needed to resolve issues efficiently.
• Proactively communicate customer feedback to internal stakeholders, recommending improvements to products or processes.
• Maintain up-to-date department procedures, ensuring documentation is accurate and regularly reviewed for improvement opportunities.
• Keep team members informed about new products and service-impacting updates to ensure accurate customer support responses.
• Support the development of accurate and relevant analytics reports to track performance and identify trends.
• Collaborate with the Customer Care management team to ensure department alignment and overall success.

Qualifications

• Technical Diploma or relevant certification preferred; equivalent work experience will be considered.
• 1-3 years of experience in a Technical Support Position; previous leadership or mentoring experience is an asset.
• Experience supervising field technicians or coordinating on-site support services is preferred.
• Strong technical skills with the ability to troubleshoot and resolve hardware and software issues.
• Familiarity with call center telephone and ticket management systems is an asset.
• Strong technical aptitude and effective problem-solving skills.
• Experience managing shift schedules.
• Process-oriented with the ability to remain flexible and adaptable.
• Familiarity with technical knowledge base systems.
• Ability to analyze data and implement actionable initiatives for improvement of team performance.
• Strong communication skills, both written and verbal.
• Excellent interpersonal skills and relationship-building abilities.
• Ability to adapt and achieve results in a dynamic and evolving environment.
• Basic knowledge of project management principles.
• Experience with process development and continuous improvement is beneficial.

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

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.

Disclaimer:

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.

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