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 maintain positive customer relationships by offering tailored solutions.

• Coordinate client requests across various company departments.

• Organize service appointments and ensure follow-up with customers and clients.

• Diagnose and resolve technical issues using established diagnostic tools and protocols.

• Accurately input data using designated applications.

• Manage customer calls with attentive listening, empathy, and reassurance.

• Take responsibility for the customer experience, providing thorough resolutions.

• Adjust communication style to suit different audiences while interpreting verbal and non-verbal cues.

• Respond to incoming and outgoing customer inquiries.

• Flexibly adapt troubleshooting methods while maintaining effective outcomes.

⛳️ Requirements

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

• Minimum high school diploma.

• A technology degree or certification is advantageous.

• Preferred familiarity with 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, in written and verbal forms.

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

• Reliable hardwired home internet connection.

• Proficiency in English is necessary for communication with English-speaking customers and partners outside Quebec.

• Experience with iOS devices, smartphones, tablets, PCs, or Macs.

• Professional and/or personal experience in technical troubleshooting.

• Capability to navigate multiple systems and tools effectively.

• Strong analytical skills for troubleshooting complex technical issues.

• Ability to work independently and manage oneself in a fast-paced environment.

• Open availability, including at least one weekend day.

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

🏝️ Benefits

• Clear career progression supported by self-assessments, virtual training, and a structured curriculum for vertical and horizontal advancement.

• Paid training opportunities.

• Ongoing learning through progressive training tailored to tenure and skill level.

• Competitive salary package.

• Supportive and positive work environment.

• Remote work options available.

• Inclusive and diverse workplace culture.

• Healthy work-life balance promoted.