Customer Support Representative/Tech Support

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.
Reporting to the Manager, Client Success, the Client Success Specialist plays a key role in driving client goals, retention efforts of our clients, and the efficiency of our renewals and account management process. This role will directly support the functions of the Client Success team and ensure that customer requests are efficiently handled through timely processing and engagement with CSMs and other with all internal teams within the organization.

Respond to emails and phone queries from customer queries related to account expansion, renewals and other sales related issues
Process quotations related to requests for products and services associated with existing customer accounts
Take incoming requests for support and forward these requests to the appropriate internal departments within service levels
Document items related to customer accounts within a CRM and ERP system
Work with internal teams to resolve sales-related customer issues
Prepare reports of key performance indicators to support operational decisions regarding client retention and account expansion
Work with the team to escalate internal and external concerns, by ensuring that all resources used to maintain customer satisfaction.
Aid in documenting procedure, establish and deliver training for team members and cross-functional teams
Post-Secondary education or equivalent certification in a business-related field is an asset

• 1-3 years experience in a inside sales or administrative role with direct responsibility for customer support, account management, data entry and order processing
• Experience working within a corporate CRM and ERP application
• Proven track record in converting customer queries into sales or sales leads
• Proven ability to apply appropriate problem-solving techniques
• Our Total Rewards offerings are designed to support the diverse needs of our global workforce and vary based on employment type and location. Competitive base salary and annual compensation review

Comprehensive health and dental benefits*
Mental health and wellness support
Flexible work arrangements and hybrid work model for eligible positions
Paid vacation, personal and sick days*
A flexible ‘Dress for Your Day’ environment
*Diversity, Equity & Inclusion
Blackline Safety is powered by the diversity of our talented employees. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. Apply today and help us build a safer, more connected world.

Blackline Safety does not request payment or personal financial information at any stage of the recruitment process.