Resolving customer support requests through our ticketing system (ZenDesk) and other communication channels (Live chat, CRM, etc.).
Answering each ticket with empathy and providing app-specific best practices.
Maintaining professional and technical knowledge by attending in-house workshops, attending product meetings, and reviewing the knowledge base.
Create new documentation to expand our public and internal knowledge bases.
Going above and beyond expectations by not only answering the ticket, but anticipating the customer’s future needs and helping improve our products.
Ensuring external and internal customer inquiries are responded to within established timeframes, and technical support service levels are achieved.
Meeting our key performance indicators (KPIs) of speed, accuracy, and maintaining overall customer satisfaction.
Leveraging our systems and resources available to go further than you thought possible and be the best teammate you can be.
Understanding the values and importance of relationships, the success of the customer, and embracing the team aspect.
Participate in the system configuration activities (support and success platforms)

4+ years of experience in technical customer support (L1/L2).
Strong written and verbal communication skills in English, with the ability to clearly explain technical concepts to a non-technical audience.
Hands-on experience supporting SaaS or cloud-based products in a customer-facing environment.
Solid troubleshooting skills, with the ability to investigate issues, identify root causes, and resolve problems effectively.
Experience with web technologies (e.g. HTML, CSS, WordPress) and/or marketing or SaaS platforms is an asset.
Experience with Zendesk or similar ticketing systems; exposure to configuration or customization is a strong asset.
Experience working in a fast-paced environment with a focus on customer satisfaction and support KPIs.
Experience providing support via chat, email, and/or phone.
Experience collaborating with cross-functional teams such as Product and Engineering.
Post-secondary education in computer science or a related field is an asset, but not required.

Competitive compensation and RRSP matching up to 5%
Comprehensive extended health benefits for you and your dependents starting day one
Generous vacation, Wellness Days, and bonus “You Days”
Meaningful paid parental leave that supports every kind of family
Dedicated mental health and Employee Assistance Program support
Monthly wellness reimbursement and annual run sponsorship
Real investment in your growth — internal learning, mentorship, professional development funding, and career mobility across Redbrick
Financial wellness coaching to support your long-term goals
Flexible work and a home office allowance to set you up for success

Technical Support Specialist

Key skills