Provide front-line technical support to customers via phone, chat, and ticketing systems, troubleshooting issues with Solink’s hardware, software, and installations.
Support field technicians and installation partners with technical guidance during hardware setup and deployment.
Correspond with Solink’s network of installation service providers to help keep deployments on track and resolve issues that arise in the field.
Diagnose and resolve technical issues related to networking, system integration, and device connectivity, escalating complex cases to the appropriate team when needed.
Build deep product knowledge and apply critical thinking to navigate ambiguous, non-scripted situations that don’t always have a predefined answer.
Collaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience from installation through ongoing support.
Accurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems.

Strong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.
Excellent verbal and written communication skills, with a customer-first mindset and the critical thinking to navigate ambiguous, non-scripted situations.
Flexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays to support customers across time zones.
Background or coursework in computer science, IT/networking, or programming; experience with Zendesk, Jira or similar ticketing systems is an asset.
Prior customer service/call center experience.
Bilingual in English and French.

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.
Advancement based on contribution, initiative, and the ability to raise the bar
together.
Clear expectations, honest feedback, and no politics.
Social connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.

Technical Support Representative

Key skills