Technical Support Specialist

Volanté Systems • Toronto, ON

30d • CA$58,000 - CA$65,000 • Hybrid

About The Position

The Tier 1 Technical Support Specialist is the first point of contact for customers seeking assistance with technical issues. This role focuses on providing timely, accurate, and courteous support by troubleshooting basic to moderately complex problems, guiding users through solutions, and escalating unresolved issues to Tier 2 when necessary. The specialist plays a vital role in maintaining customer satisfaction and ensuring smooth day-to-day support operations.

Requirements

• Minimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.
• Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).
• Basic understanding of databases (e.g., SQL queries, relational data concepts).
• Comfortable navigating Linux environments and using command-line tools.
• Strong troubleshooting and problem-solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team-oriented with a strong sense of accountability and ownership.

Nice To Haves

• Exposure to APIs, scripting, or monitoring/logging tools.

Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high-quality communication in every interaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed