Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Fiix, together with Rockwell Automation, is on a mission to build better maintenance teams by connecting customers to the tools, resources, and technology they need to join the future of maintenance. We help our customers drive better business outcomes with easy-to-use, AI-driven maintenance software, an open ecosystem, pre-built integrations and the industry expertise they need for maintenance success. There are over 3000 maintenance teams in 100+ countries using Fiix to improve communication, asset health, and even sustainability.
Creating positive social impact is baked into our company DNA, and as one of Canada's fastest-growing companies and Best Workplaces, we're transforming an industry and doing it the right way.
As a Technical Support Specialist, you will be our fearless, customer-facing product expert. Supporting customers on product functionality, guiding them through their unique support concerns, and supporting them every step of the way until they're CMMS all-stars will be your mission in life. Simply put, the best Technical Support Specialist on the planet! You will report to the Senior Manager, Customer Experience, and will be hybrid, working out of any business location in Canada.
Your Responsibilities:- Troubleshoot application issues and determine effective solutions for our customers.
- Accurately document all issues and related information on the ticket tracking system.
- Follow-up with customers accordingly on their tickets.
- Escalate issues when required to help provide timely resolution.
- Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI.
- Work collaboratively with team members and positively contribute to team discussions.
- Collaborate with the Product Development team to share customer feedback and ideas around product improvements.
- Write SQL queries.
- Assist with additional role-based projects as needed.
- High School diploma or GED
- Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future for this job opening.
- 2+ years of experience in software technical support, with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions.
- Proficient German/French/Spanish/ Italian /Portuguese
- Knowledge of: MySQL and Command line scripting.
- Understanding of the concept of cloud solutions/ VM environments
- Zendesk , Salesforce Service Cloud or similar ticketing systems
- Understanding of: Single sign-on and authentication
- Report writing
- Web services, REST and Soap APIs.
- Affinity of how to quickly develop relationships with customers.
- Impeccable customer-facing skills, both internally and externally.
- Avid problem solver with a constant desire to find out how things work, and identify patterns and trends.
- Utilize appropriate tools, techniques, and specialist resources to manage projects.
- Health Insurance including Medical and Dental
- Health Care Spending Account (HCSA – dependent on the plan chosen)
- Employee Assistance Program (EAP)
- Retirement plans
- Paid Time off
- Volunteering Time off
- Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
- Employer Paid DC Pension
- Maternity and Parental Leave Top-Up
- Fitness Reimbursement Program
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
For this role, the Base Salary Compensation is from $49,840 - $74,760 with an annual target bonus of 4% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience.
This posting is for an existing vacancy within our organization
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
#LI-Hybrid
#LI-AC1
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.
Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
