Software Support Specialist

Opportunity

Workplace

• Hybrid role with one day in the office per week for brainstorming and team building.
• Office is across from Guildford Mall in Surrey, British Columbia.

Key responsibilities

• Receive support requests by phone, online portal, chat, and email; log, categorize, and prioritize tickets by severity and SLA guidelines.
• Assess issues, resolve or escalate them, manage the assigned case queue, and follow up with customers on time.
• Troubleshoot frontend application issues using knowledgebase resources, including login, access, configuration, known defects, workarounds, navigation, workflow, and usability questions.
• Aim to resolve issues at first contact whenever possible.
• Escalate cases to Customer Success, Engineering, or Product with complete logs, screenshots, and steps to reproduce.
• Communicate clearly and empathetically, set response-time expectations, and update customers through resolution.
• Document troubleshooting and resolutions, contribute to internal and client-facing knowledgebase articles, and suggest improvements for recurring issues.

Qualifications and requirements

• At least 3 years of experience in a client-facing, on-premises software support role.
• Experience working with enterprise database platforms.
• Knowledge of writing SQL SELECT queries and investigating issues at a data level is preferred.
• Strong verbal and written communication and a customer-focused attitude.
• Critical thinking, troubleshooting, and problem-solving ability in a fast-paced environment.

Compensation and benefits

• Posted base salary range is CAD $71,000–$86,000; the description does not state the pay cadence.
• Benefits include 3% RRSP matching, health benefits with 100% drug coverage, three weeks of paid vacation increasing to five weeks with tenure, unlimited paid flex days, and a paid birthday off.

Recruiting process

• Process includes a recruitment screening call, an online behavioral and cognitive assessment, a virtual hiring-manager interview, and an onsite panel technical interview.