Description
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. Our Customer Care team is looking for a Manager, Technical Support to join their growing team. This role is responsible for providing technical analysis and problem resolution for our Blackline Safety products. In this role, you will drive the development of service programs through our distribution partners that match our world class connected safety system.
Responsibilities:
- Lead, manage and develop a team of technical support analysts and supervisors to a high level of service excellence.
- Provide coaching and mentoring to your team to support their personal growth and development.
- Provide world class, 24X7 technical support for all Blackline Products and Services • Meet service level targets for case management and call handling.
- In collaboration with the customer care managers, oversee the management of our contact center solution to develop and maximize its potential for global call handling.
- Provides customers, internally and externally, guidance on technical support procedures and practices.
- Support handling practices to ensure that calls are directed and recorded according to standards.
- Monitor work schedules to ensure they meet customer service demands recommending adjustments as required and proactively planning for growth.
- Leverage key performance indicators (KPI’s) to improve the overall operational strategy within the Customer Care team; develop action plans to enhance individual and team performance to ensure service levels are met
- Respond to escalated customer requests from your team and internal departments.
- Proactively advise internal teams regarding SLA status and customer feedback with recommendations for how to improve product or process.
- Develop and ensure that department procedures are properly documented and regularly reviewed for accuracy and improvement opportunities.
- Keep the team up to date on new products and service impacting information to accurately respond to customer inquiries.
- Contributes to the development of accurate and relevant analytics reports.
- Collaborate with the senior technical support teams to identify best practices for Blackline for technical troubleshooting and problem resolution.
- Collaborate with the Customer Care management team for overall department alignment and success
Qualifications/Skills:
- Technical Diploma or Degree from a recognized institution.
- 5-7 years’ experience managing in a technical support/help desk environment. International or global multi-language experience is considered an asset.
- Experience administering call center telephone and ticket management systems.
- Strong technical aptitude and logical problem-solving skills.
- Shift scheduling in a 24-hour, 7 day a week operation.
- Process oriented while remaining flexible and adaptable.
- Technical knowledge base experience.
- Ability to translate data into actionable initiatives.
- Ability to energize and drive a group to high standards.
- Proven track record successfully leading a large team in a technical service environment.
- Clear communication skills, both written and verbal
- Strong interpersonal skills and ability to form strong relationships.
- The ability to achieve results in an ever-changing environment.
- Skills and principals of project management.
- Demonstrated experience in process development and continuous improvement.
- Knowledge of RMA (Return Merchandise Authorization) processes.
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.comBlackline 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.
Life at Blackline Safety
Connect. Monitor. Respond. It’s a simple and seamless sequence of events and also our mission: one that makes sure every worker gets their job done and returns home safely every day. Blackline pairs wearable safety technology and personal and area gas monitoring with cloud-connected software, and data analytics to help companies meet demanding safety challenges and increase productivity with coverage in more than 100 countries. Our technology provides a lifeline to tens of thousands of people, having reported over 160 billion data-points, and initiated over five million emergency responses. Armed with cellular and satellite connectivity, we ensure help is never too far away. The Blackline Difference: To guarantee no call for help ever goes unanswered, our direct-to-cloud technology detects every event—like a fall, gas leak, hazardous weather situation, no-motion incident or missed check-ins–and connects workers to live monitoring teams for real-time response, by real people. It’s what makes us different and it’s what gives workers peace of mind that their safety is accounted for in any circumstance.
Thrive Here & What We ValueHigh-Growth Environment | Experienced, Dynamic and Motivated Team | Supportive, Challenging and Collaborative Work | Competitive Salary and Vacation | Medical, Dental and Drug Benefits | Company Stock Purchase Plan</s> | People-driven technology company | Mission to make sure every worker returns home safely | Innovation drives solutions to challenges that help improve the quality and efficiency of products and services | Empowers people to be their best</s> | Steel-toed boots requirement for safety compliance in the workplace</s> | 1. Peopledriven technology company with a mission to make sure every worker returns home safely | 2. Drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best. | 3. Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer.</s> | World leader in wirelessly connected worker safety monitoring products | Develops, manufactures, and markets products and services for worker safety monitoring | Blackline Safety is an equal opportunity employer that considers all applicants regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation.</s> | An exciting high-growth environment | Blackline Safety is a world leader in developing, manufacturing, and marketing products and services for worker safety monitoring. | Our solutions deliver safety, security, and location awareness through innovative hardware and custom user interfaces, including mobile, messaging, and web services. | 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.</s> | Supportive, challenging, and collaborative work environment | Experienced, dynamic, and motivated team</s> | Steel-Toed Boots Requirement: Candidates are required to wear steel-toe boots for this role to ensure safety compliance in the workplace. Applicants must have access to a pair of steel-toe boots prior to starting employment.</s> | 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. | 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.</s> | 1. Dynamic Leader with a Passion for Building HighPerforming Teams and Driving Operational Excellence | 2. Opportunity to Shape the Future | 3. Freedom to Recruit, Build, and Develop Talented Team from the Ground Up | 4. Creating a Culture of Innovation and Collaboration | 5. Thrive in FastPaced Environments | 6. Love Tackling Challenges HeadOn | 7. Ready to Leave Your Mark on a Growing Organization</s> | 3. Emphasis on safety and quality standards | 4. Strong commitment to teamwork and achieving high levels of production | 5. Equal opportunity employer that considers all applicants regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation.</s> | 1. Equal opportunity employer | 2. Emphasis on employee diversity | 3. Publiclytraded company (TSX: BLN) | 4. Headquartered in Calgary, AB</s> | 2. Mission to keep workers safe | 3. Innovation, resilience, leadership, customer service, and employee empowerment | 4. Growing team | 5. Equal opportunity employer</s> | Empower our people to be their best</s> | 1. PeopleDriven Technology Company with a Mission to Keep Workers Safe | 2. Innovation, Resiliency, Leadership, Going the Extra Mile for Customers, Empowering Employees | 3. Commitment to Exceptional Service and Reliability for Clients | 4. Emphasis on Attention to Detail and Organizational Skills | 5. Proactive Approach to Customer Issues and SolutionsOriented Team Player</s> | Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. | 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 | We enthusiastically encourage all individuals to apply for positions that fit their passions.</s> | Goes the extra mile for customers | Drives innovation, practice resiliency, demonstrates leadership</s> | Supportive, challenging and collaborative work environment</s> | Blackline Safety is a publicly traded company (TSX: BLN).</s> | People-driven technology company with a mission to make sure every worker returns home safely | Drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.</s> | People-driven technology company culture | Empowering people to be their best | Practicing resiliency and driving innovation | Consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation.</s> | Drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best</s> | 3. Innovation and resiliency | 4. Leadership and empowering employees | 5. Fastpaced environment</s> | Drive Innovation, Practice Resiliency, Demonstrate Leadership, Go the Extra Mile for Customers, Empower Employees to be Their Best | Emphasis on Continuous Improvement and Process Development</s> | Design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB.</s> | 1. Blackline Safety is an equal opportunity employer that considers all applicants, regardless of age, religion, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. | 2. The company offers competitive compensation packages with performancebased incentives and opportunities for career advancement and continuous training. | 3. Remote work 90% of the time, with occasional travel (10%).</s> | Empower People to be their Best</s> | Driving innovation and empowering employees to be their best | Demonstrating leadership, resiliency, and going the extra mile for customers | Emphasizing safety and making tangible impacts through innovative solutions.</s> | Competitive remuneration and benefits package | Opportunity to lead a team and create impactful moments | Equal opportunity employer committed to ensuring all users return home safe at the end of their shift.</s> | Blackline Safety values hard work, dedication, and development. | The company is rapidly growing globally. | Blackline Safety offers the broadest and most complete portfolio available in the industry. | The products are designed to save lives and keep people safe in various situations. | Drives innovation, practice resiliency, demonstrates leadership, goes the extra mile for customers, and empowers people to be their best.</s> | We enthusiastically encourage all individuals to apply for positions that fit their passions</s> | Empowers employees to be their best | Drives innovation, practices resiliency, demonstrates leadership, goes the extra mile for customers, and takes initiative in problem-solving.</s> | Drive innovation, practice resiliency, demonstrate leadership, go the extra mile for customers, and empower people to be their best.</s> | 4. Leadership and Empowerment of Employees | 5. SteelToed Boots Requirement</s> | 3. Innovation, Resiliency, Leadership, Customer Service, Empowerment of Employees | 4. FullTime Position for Work Term | 5. Exposure to Embedded Products, Their Design and Testing Methodologies</s>
