Technical Support Specialist - Victoria, Canada - Redbrick Technologies Inc.

Redbrick Technologies Inc.

Verified Company

Victoria, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Redbrick and Rebase are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region.

With gratitude, we live, work, and care for this beautiful land.

One thing that our team members say they value most is our fun and truly 'people-first' culture.

Ours is a place where you're given the autonomy to do your best work and provided with all the tools and support you need to do so.

Here are some of the things our team loves most about working at Rebase:

Highly competitive salary
Attractive vacation, healthcare & benefits, including generous RRSP matching

- 'People-first' culture that prioritizes fun

Autonomy and freedom to do your best work on your own terms (you won't find any micromanagers here)
Flexibility to work remotely
Stateoftheart and centrally located office in Victoria BC
Remote work fund to create a successful home working setup
Opportunities to work on interesting products
Highend hardware and equipment — in the office and at home
Opportunities to learn and grow through professional development support, funding, and mentorship
Internal mobility; the opportunity to work with various products and teams across the Redbrick portfolio of companies
Monthly fitness reimbursements to support a healthy and active lifestyle

Redbrick is the parent organization of a portfolio of disruptive digital companies.

Headquartered in Victoria, British Columbia, we've scaled from local start-up to global name in a few short years, conceptualizing new business ideas, acquiring established companies, and growing them to super-scaled profitability — all thanks to the people we hire.

4 portfolio companies and growing
1 amazing shared service team
140+ employees

One of our 4 portfolio companies, Rebase, dreams, designs, and builds apps for desktop and mobile, leveraging sophisticated analytics and performance marketing to reach hundreds of thousands of users monthly.

We customize Chromium's open-source browser to create bespoke desktop and mobile browsers that reimagine internet experiences. Our Rebase team is 17 people strong and works closely with Redbrick's shared People Operations, Finance, and Creative/Marketing teams.

"Redbrick is the 4 Fs:
fun, fulfilling, fast-paced, and flexible"
—Tina, Rebase

We are changing the way work gets done, and building an exceptional team is our top priority. We cheerlead your goals and accomplishments and are invested in your future.

In line with putting your health and safety first, we provide our team with the freedom and flexibility to work where they work best.

Most of our team enjoys a blend of remote and in-office work.

In-office time brings many perks, and we also place an emphasis on planning events and fun that all can enjoy.

What does a day look like in my role?

We get it:
You want to know what you're signing up for before you apply, right? This is what you need to know: As a
Technical Support Specialist, you'll be responsible for:

Owning the management of the Rebase product knowledge base and ensuring it is up-to-date and provides the correct information for our users.
Resolving customer support tickets through our ticketing system in a timely manner
Interpret what the customer means and answer each ticket with professionalism, empathy, and positivity
Continuously review our Trustpilot review portal and respond to all reviews in a timely manner
Gather feedback from customers in order to guide the Product Roadmap
Assist the Product team with product research to remain up to date with new features
As assigned, do Competitive research to bring ideas to the Product team
Work to ideate, create and upload informational videos to our Rebase product YouTube channel
Support our SEO agency with ideas for our Rebase product blog. Maybe even contribute on your own
Write our software product release notes to be shared publicly to keep our users up to date with any relevant changes to our app
Assist with various SEO/Branding tasks as assigned
At a minimum, rigorous monthly Rebase product inapp QA reviews to ensure all aspects of our software function as they should

After 1 week you will have:

Completed your onboarding with the team
Met the Rebase team members and got to know them
Began learning about the Rebase browser business and the product itself
Been set up with access to all the needed tools for the job

After 1 month you will have:

Taken over Zendesk support
Taken over VoiceMail support (mínimal)
Made headway revamping our Knowledge Base and adding to it
Completed your first indepth product QA review

After 6 months you will have:

Completely own the Rebase Support division
Identifying gaps to improve our products
Contribute as needed to various Rebase team initiatives (Tech, Marketing, Product)

What we would like to see in you.
Every Redbricker and Rebaser has three