Customer Support Specialist (software application support)

Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM, ensuring our afternoon and West Coast queues remain clear.

Own Your Queue: Manage and resolve 12–20 tickets per day, smoothly balancing quick "how-to" answers with deeper, analytical technical troubleshooting.

Triage & Escalate: Act as a human filter. Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and escalate it to our Tier 2 team.

Embrace Modern Tech: Openly leverage internal documentation, system logs, and modern AI tools to accelerate ticket resolution times and improve accuracy.

Train for Success: Start your journey on an 8:30 AM – 4:30 PM schedule to complete our comprehensive product training before transitioning to your permanent shift.

Technical Aptitude: An innate ability to pick up technical concepts with ease. You love figuring out how software works under the hood.

Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle.

Communication Power: Strong written and verbal communication skills. You can explain technical solutions clearly and professionally.

Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder.

Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads.

A Night Owl Support Star: You love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.

A Collaborative Learner: You want to be part of a tight-knit team of 10 where your metrics are visible and your growth is supported.

A Future Tier 2: You want to get your foot in the door, crush your baseline targets, and learn the product inside out to scale your career in tech.