Customer Account Specialist

Magnet Forensics; Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

Magnet Forensics is seeking a Customer Account Specialist to support customer success through account management and technical support. The ideal candidate will be a problem-solver with experience in Salesforce and a background in military or law enforcement. This role offers the opportunity to work independently and make a significant impact within a leading digital investigative software company.

Benefits

Generous time off

Competitive pay

Volunteer opportunities

Healthcare benefits

Retirement plans

Qualifications

• 2+ years experience with Salesforce preferred.
• Military or Law Enforcement experience valued.
• Skilled in writing procedures and policies.

Responsibilities

• Maintain customer accounts in Salesforce and troubleshoot issues.
• Analyze account data for patterns and trends.
• Document troubleshooting procedures.

Skills

Problem Solving

Independence

Collaboration

Technical Support

Tools

Salesforce

Open-source Investigative Tools

SSO Solutions

Job description

Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT devices. We innovate continually to empower our customers with advanced tools to protect their organizations and communities.

Serving thousands globally, our solutions modernize digital investigations, aiding in crime fighting, asset protection, and national security.

With a worldwide team, Magnet Forensics offers a chance to make a difference, supported by learning, development, and a talented, integrity-driven team.

If you believe you're the right fit, we want to hear from you!

Role Summary:

As a Customer Account Specialist, you'll be part of an impactful team supporting Magnet's customer support, sales, and license management. Your main role will be troubleshooting customer accounts and licenses to ensure a seamless experience. The ideal candidate is a passionate problem-solver, a master sleuth, and an independent thinker.

We prioritize finding the right person over specific skills.

Role Responsibilities:

• Maintain customer accounts in Salesforce and a license server
• Troubleshoot and resolve license, contract, and access issues
• Investigate and facilitate account access
• Support customer success through account and technical support
• Document troubleshooting procedures
• Analyze account data for patterns and trends
• Perform other duties as assigned

Ideal Candidate:

• Works independently and remotely across time zones
• Military or Law Enforcement experience is highly valued
• Experience with Salesforce (2+ years preferred)
• Skilled in writing procedures and policies
• Experience collaborating across teams
• Familiar with open-source investigative tools
• Knowledge of SSO solutions like Okta
• Understanding of SaaS licensing support
• No travel required, optional for events

Core Values:

• CARE: We care about each other and our mission.
• OWN: We are accountable, acting with integrity and respect.
• DEDICATE: We are committed to our customers and their missions.
• EVOLVE: We innovate and explore new ways to work.

Compensation & Benefits:

• Compensation varies by location and experience, with ranges provided for USD and CAD.
• Benefits include generous time off, competitive pay, volunteer opportunities, recognition programs, employee groups, healthcare, and retirement plans.

We are committed to diversity and inclusion, encouraging applicants to apply even if they don't meet all qualifications. Magnet Forensics is an Equal Opportunity Employer, providing accommodations upon request. Employment offers are contingent on background checks, and US applicants participate in E-Verify.