Technical Support Representative – Late Shift

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

📋 Description

• Deliver technical support to clients through phone, chat, and email.

• Respond to inquiries regarding product usage and how-to questions.

• Analyze and troubleshoot technical problems by collecting details and identifying root causes.

• Offer clear and effective resolution instructions.

• Oversee assigned cases by prioritizing, following up, resolving, and ensuring timely closure.

• Keep precise and comprehensive case documentation.

• Escalate defects, outages, and complex issues with full context.

• Utilize and contribute to internal knowledge resources.

• Engage in ongoing training related to products, processes, and tools.

• Adhere to customer verification, privacy, and secure information-handling protocols.

• Work various shifts during the published support hours, specifically Monday through Friday, 10:30 am–7 pm EST.

• Follow established Support Principles.

• Perform additional duties as assigned.

⛳️ Requirements

• Must be a resident of Canada and have legal authorization to work there.

• At least 2 years of customer-facing experience in customer service, technical support, or a similar role.

• Strong customer service abilities, including patience, empathy, and professionalism.

• Effective troubleshooting capabilities.

• Exceptional written and verbal communication skills.

• Ability to clarify concepts to users with diverse skill levels and document information clearly and accurately.

• Quick learner with the ability to adapt to new systems and workflows as processes and products change.

• Strong organizational and prioritization skills.

• Capacity to manage multiple tasks in a dynamic environment.

• Reliable follow-through, teamwork, sound judgment, and awareness of escalation procedures.

• Experience in training, teaching, coaching, or presenting information to others is an advantage.

• Familiarity with relational databases and basic reporting concepts, such as querying/filtering data, is preferred.

• A Bachelor’s degree is preferred.

🏝️ Benefits

• Remote-first, flexible work environment.

• Employee groups: Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back.

• Virtual events and Slack community channels.

• Paid time off and volunteer days.

• Group Insurance through Sun Life.

• Simplified Pension Fund.

• Annual Wellness Equipment Reimbursement.

• Professional Development and Education Assistance.

• Matching gifts program.

• Employee Assistance and Wellness Programs.

• Quarterly incentive bonuses.

• Monthly profit-sharing bonus.