Technical Support Specialist

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

📋 Description

• Oversee and resolve client inquiries using Intercom and Microsoft Dynamics, ensuring that responses align with SLAs and provide a consistently positive experience.

• Clearly and empathetically communicate intricate technical concepts to foster client confidence and trust.

• Identify and address issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.

• Assist with workflows such as CAD integration, library configurations, and manufacturing processes to guarantee smooth design-to-production transitions.

• Tag and label “How-do-I” tickets to enhance Intercom AI training, thereby improving self-service resolution rates.

• Utilize ticket history and pattern analysis to boost AI precision, minimize manual intervention, and expand automation capabilities.

• Create and uphold a knowledge base consisting of reusable responses, how-to articles, and best practices.

• Generate comprehensive, reproducible bug reports based on client issues.

• Collaborate with Engineering and Product teams to facilitate swift, high-quality solutions.

• Precisely tag and categorize tickets for reporting and analytics, identifying trends, and working with colleagues to refine workflows and enhance the overall support experience.

⛳️ Requirements

• Minimum of 2 years' experience in a technical support position, preferably in CAD/CAM software, design applications, or manufacturing technology.

• Bilingual proficiency in French and English.

• Strong analytical and troubleshooting skills, particularly within design-to-manufacturing workflows.

• Familiarity with support platforms such as Intercom, Microsoft Dynamics, or comparable systems.

• Exceptional written and verbal communication abilities, with a knack for articulating complex issues clearly and confidently.

• Demonstrated capability to manage multiple tickets effectively in a fast-paced environment while maintaining accuracy and composure.

• Preferred knowledge of INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.

• Experience in drafting structured bug reports and collaborating with development and QA teams.

• Exposure to AI-assisted support platforms or a willingness to learn AI training methodologies.

• Detail-oriented mindset regarding ticket categorization, data tagging, and reporting.

🏝️ Benefits

• Accessibility & Work Environment: INNERGY is dedicated to providing an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable Australian laws. If you need adjustments during the recruitment process or in your role, please inform us. This position is predominantly computer-based and may require extended screen time and regular communication through digital channels. Work may be conducted in either a remote or office-based setting, depending on the role and location. INNERGY is committed to promoting employee wellbeing, flexibility, and a safe working environment across all regions.