Technical Support Specialist

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

📋 Description

• Deliver exceptional technical support and top-tier assistance for clients using the Absorb platform.

• Address inquiries via phone, chat, and email in a dynamic and fast-paced setting.

• Interact with clients, ensuring clear communication both internally and externally.

• Conduct thorough investigations to facilitate rapid issue resolution.

• Troubleshoot and perform comprehensive analyses to identify root causes of client and feature-related issues.

• Determine appropriate next steps and provide solutions tailored to client needs and concerns.

• Manage client expectations concerning estimated response times for resolving issues.

• Conduct extensive research and documentation of customer technical issues.

• Serve as the client advocate, representing the company in a clear and professional manner.

• Utilize a support ticket tracking system, desktop sharing, phone, and chat to meet client needs globally.

⛳️ Requirements

• A minimum of 3 years’ experience in a technical support role, preferably in a SaaS environment, or in client-facing positions such as customer service, food and beverage, or airlines.

• Basic understanding of essential web components.

• Strong attention to detail.

• Proven ability to manage time effectively.

• Excellent written, verbal communication, and active listening skills.

• Capability to understand technical concepts and articulate them in straightforward terms.

• Prior experience with LMS/E-Learning systems is preferred.

• Experience in technical documentation is preferred.

• Familiarity with Zendesk, MSSQL, Jira, and Confluence is preferred.

• Previous experience with remote teams is preferred.

• Fluency in additional languages is advantageous but not mandatory.

• Must be able to provide proof of legal eligibility to work in the specified country without the need for sponsorship.

• Successful applicants will undergo pre-employment background screening, including a criminal record check.

🏝️ Benefits

• Fully remote-first work environment with flexible work arrangements.

• Comprehensive health and wellness benefits, including retirement savings plans.

• Eligibility for two distinct bonus plans.

• Generous time-off policy.

• Comprehensive medical and dental benefits tailored to your country of residence.

• New hire equipment allowance.

• Monthly flex allowance.

• Abundant opportunities for career advancement and internal mobility.

• Employee-driven diversity, equity, and inclusion programs.