Technical Support Specialist

As a T1 Support Agent at PartnerStack, you will play a crucial role in the Customer Success team by assisting customers and partners in utilizing the PartnerStack platform to grow their businesses. Your responsibilities will include troubleshooting technical issues, providing timely resolutions and information to end users, and improving the support function through various projects. The ideal candidate is resourceful, independent, and possesses strong communication and customer support skills. If you thrive on problem-solving and enjoy finding solutions, this role may be a perfect fit for you.

• Interact directly with customers and their partners via email (Zendesk)
• Troubleshoot technical issues and brainstorm solutions
• Communicate technical information and ideas clearly and concisely
• Delight customers with empathy, product knowledge, and dedication to finding resolutions
• Investigate and escalate bugs to the technical team
• Meet or exceed service level agreements for response and resolution times
• Advocate for customer needs with internal stakeholders
• Maintain help center and internal knowledge bases
• Be resourceful and self-driven
• Work as a reliable team player in a shared queue
• Provide outstanding customer service and written communication
• Resolve conflicts with positive positioning
• Communicate effectively in small and large teams
• Have an understanding of internet technologies
• Experience with Zendesk, Jira, or another support ticketing system
• Familiarity with querying information from an SQL database
• Desire to learn and troubleshoot
• Passion for documenting information
• Previous experience in customer support or technical support in a startup/tech company

• 2+ years of software support experience, preferably in a startup capacity
• Outstanding customer service and written communication skills
• Strong positive positioning and conflict resolution skills that leave customers feeling valued and respected
• Proven internal communication skills in small and large teams
• Have an understanding of internet technologies (APIs, HTTP, REST, etc)
• Have experience with Zendesk and Jira, or another support ticketing system
• Familiarity with querying information from an SQL database
• A strong desire to learn, and a penchant for troubleshooting
• A passion for documenting information that will benefit your team, and customers
• Previous experience in customer support, technical support, or a general operational role in a quickly growing startup/tech company

• Flexible working hours
• Flexibility to work abroad for up to 8 weeks at a time
• Regular social events, even while working remotely
• Annual peripheral refresh
• Competitive salary and opportunities for promotion
• High-quality health insurance, active from your first day
• HSA and Wellness Accounts
• Generous vacation and time off plan
• Employee Stock Option Plan for everyone (ESOP)
• RRSP with an employer matching component
• A digital-first environment, so you can do your best work anywhere in Canada
• A MacBook shipped to you and a budget for peripherals of your choice
• Our office space (111 Peter Street, Toronto, ON) is open to all employees
• Commitment to equal employment opportunity and diversity, equity, and inclusion