Technical Support Specialist

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

📋 Description

• Deliver exceptional product support to clients and business partners across the globe

• Evaluate, prioritize, and resolve reported technical issues promptly while adhering to SLA standards

• Accurately document bugs and feature requests with sufficient detail for the development team

• Recognize additional product or training requirements and escalate to management in a timely fashion

• Meticulously log each customer interaction in Zendesk

• Address all customer inquiries in accordance with established service level agreements (SLA)

⛳️ Requirements

• Diploma, Degree, or Technical Certification in a relevant field (or equivalent experience)

• Over 4 years of experience in technical customer support, preferably in a call center or helpdesk setting, with a history of managing complex, escalated cases

• Exceptional verbal and written communication skills in English are essential

• Proficiency in Spanish and/or Portuguese is advantageous

• Competence in MS Office Suite (Word, Excel, Outlook, PowerPoint)

• Willingness to work varied shifts, including on-call, to provide 24x7 coverage

• Familiarity with Zendesk, Jira, and Confluence is a plus

• A keen interest in QA, programming, or automation is highly valued

🏝️ Benefits

• Full-time employment

• Regular employee status