Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM
Own Your Queue: Manage and resolve 12–20 tickets per day
Triage & Escalate: Answer baseline product questions and escalate complex issues to Tier 2 team
Embrace Modern Tech: Leverage internal documentation and AI tools to accelerate ticket resolution times
Train for Success: Start with an 8:30 AM – 4:30 PM schedule for training before transitioning to permanent shift

Technical Aptitude: An innate ability to pick up technical concepts with ease
Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle
Communication Power: Strong written and verbal communication skills
Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder
Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads

Customer Support Specialist, Software Application Support

Key skills