Job Description

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 25,000 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!



About Fiix

Fiix 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. Creating positive social impact is baked into our company DNA; as one of Canada's Best Workplaces' previous awardees, we're transforming an industry and doing it the right way.

Rockwell Automation acquired Fiix in December 2020. Our relationship with Rockwell gives us access to more resources, connections and expertise in the industrial automation space while maintaining our individuality and creative freedom as a high-growth SaaS company. This acquisition allows Fiix to offer our employees the best of both worlds.

About the team

Our Fiixers are the key to our success. Our team consists of professionals who bring together a variety of experiences, backgrounds and perspectives. We celebrate the diversity of our people and place a high value on creating an environment where everyone can bring their whole selves to work.

As a Fiixer, you will work in a caring and collaborative culture alongside passionate and purpose-driven people. You'll have the support and resources you need to grow, achieve your professional goals and develop your career for the future.

In our fast-paced, high-growth environment, you'll have the opportunity to work on challenging projects, develop your expertise and pursue leadership, within and outside your role. Plus, there are tons of opportunities to make an impact! Take paid time off to volunteer in your community, join an employee resource group, or mentor other Fiixers. Best of all, you'll have the flexibility to work remotely or come and experience our awesome office. No matter where you're working, we're committed to ensuring that the Fiixer experience is the best in class! Follow our for a glimpse of what it means to be a Fiixer.

General Description:

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.

Major Responsibilities (What you will do):

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.

Be a source of internal escalation for the support teams

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 contribute during team discussions.

Collaborate with Product Development teams to share customer feedback and ideas around product improvements.

Write SQL queries.

Assist with additional role-based projects as needed.

Basic Qualifications :

Bachelor's Degree, Diploma or certificate in a post-secondary educational institution within a related program

Preferred Qualifications

5+ years of experience in software technical support, preferably with a focus on EAM (enterprise asset management), CMMS (computerized maintenance management software), or B2B SaaS solutions.

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

Intermediate 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.

Organized, you love the details and focused on delivering the highest quality technical support.

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.

Highly motivated, driven, self-starting individual who knows how to hit the ground running with minimal supervision.

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 (844) 404-7247.