Technical Customer Support

Role overview

What you’ll do

• Manage customer support tickets promptly, accurately, and professionally; troubleshoot issues and identify root causes.
• Resolve tickets within timelines, escalating complex issues when needed, and own assigned cases through follow-up.
• Educate customers on product functionality and best practices.
• Document interactions, troubleshooting steps, and resolutions in the ticketing system.
• Identify recurring issues and documentation gaps; contribute to knowledge-base content.
• Collaborate across teams and participate in projects to improve customer outcomes.

What we’re looking for

• At least 1 year of customer support, helpdesk, or similar technical experience.
• Strong troubleshooting, analytical problem-solving, communication, organization, and time-management skills.
• Foundational knowledge of browser-based and on-premise software systems, networking, user permissions, and system troubleshooting.
• Live chat or messaging support experience is an asset.
• Accurate documentation, customer focus, discretion with confidential information, and effective collaboration.

Workplace

• Hybrid position with one day per week in the Surrey office.

Compensation

• Posted base salary range is CAD 65,750–70,000; the description does not specify the salary cadence.

Benefits

• Benefits include 3% RRSP matching, health coverage including 100% drug coverage, three weeks of paid vacation increasing with tenure, unlimited paid flex days, and a paid birthday off.