Technical Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level customer support and technical solutions for client products.

• Foster and sustain positive customer relationships through tailored solutions.

• Collaborate with various departments within the company to appropriately address requests.

• Schedule service appointments and conduct follow-ups with customers/clients.

• Diagnose and resolve technical issues utilizing established diagnostic tools and procedures.

• Execute precise data entry using designated applications.

• Manage incoming and outgoing customer inquiries.

• Adjust communication style to suit different audiences and interpret both verbal and non-verbal signals.

• Showcase ownership of the customer experience by providing thorough resolutions.

• Modify problem-solving techniques without compromising results.

⛳️ Requirements

• At least 6 months of experience in customer-facing roles (phone, chat, in-person, etc.).

• A minimum of a high school diploma.

• Preferred working knowledge of Microsoft Office applications, including Outlook, Word, and Excel.

• Must be at least 18 years of age.

• Exceptional communication and comprehension skills in both English and French, written and verbal.

• Capability to type at least 30 words per minute and successfully complete the language/grammar assessment.

• Reliable hardwired home internet connection.

• Proficiency in English is essential for interactions with English-speaking customers and partners outside Quebec.

• Familiarity with iOS, smartphone, tablet, PC, or Mac platforms.

• Experience in professional and/or personal technical troubleshooting.

• Ability to navigate multiple systems and tools to research, understand, and provide real-time solutions.

• Strong analytical skills to identify and resolve complex technical challenges using appropriate troubleshooting methods.

• Capability to self-manage and work independently in a dynamic, fast-paced environment.

• Flexible availability, including at least one weekend day.

• Willingness to work 8-hour shifts, 5 days per week.

🏝️ Benefits

• Defined career progression supported by self-assessments, virtual training, and a structured curriculum.

• Compensation for training sessions.

• Continuous learning opportunities through advanced training tailored to tenure and skill level.

• Competitive salary package.

• A positive and encouraging work environment.