Technical Support Specialist - Back Office

Overview

We are partnering with a client who is seeking a Technical Support Specialist - Back Office to join their team in Canada. This role provides an opportunity to become a trusted advisor on technology for customers by addressing complex software issues and enhancing their workflows.

As a primary contact, you will offer top-tier technical support across various communication channels, building strong relationships with customers. The position combines technical troubleshooting, thorough product understanding, analytical skills, and customer advocacy within a fast-moving tech environment.

You will develop comprehensive knowledge of business software solutions and contribute to improved customer satisfaction and operational success. Working within a collaborative support team, this role also offers growth prospects for sharpening your technical expertise and advancing your career.

Key Responsibilities

• Serve as the initial contact point for customer queries through phone, chat, email, and screen-sharing tools.
• Provide expert troubleshooting and guidance relating to software features, workflows, and business operations.
• Acquire deep product knowledge to assist with functions such as sales, inventory management, billing, and operations.
• Utilize support resources, internal knowledge bases, and testing strategies to diagnose problems, prevent escalation, and efficiently resolve issues.
• Translate complex technical challenges into straightforward solutions that customers can easily understand and apply.
• Build and maintain trusted customer relationships by demonstrating empathy, patience, and customer-centric service.
• Engage in continuous learning of product capabilities, industry trends, and technical tools to enhance service quality.
• Collaborate with colleagues to share knowledge and foster ongoing process improvements.

Qualifications and Skills

• Prior experience in technical support, software troubleshooting, or customer service roles within technology environments, with a bachelor's degree or equivalent experience preferred.
• Strong analytical aptitude with the capacity to independently resolve complex software issues.
• Excellent verbal and written communication skills, able to convey technical concepts clearly to diverse audiences.
• A customer-first attitude characterized by empathy, patience, and confidence in delivering excellent service.
• Capability to manage competing priorities, perform well under pressure, and stay organized in a dynamic workplace.
• High learning agility to quickly master complex software platforms and tools.
• Experience utilizing AI-powered solutions judiciously to support troubleshooting and information validation.
• Knowledge or interest in ERP, payroll, accounting, reporting, or business management systems is an advantage.
• Understanding of billing concepts such as subscriptions, memberships, service agreements, reconciliation, revenue recognition, and accounting fundamentals is beneficial.
• Basic data literacy and eagerness to develop skills in SQL and business intelligence tools like Power BI or Tableau.
• Familiarity with spreadsheet software such as Excel or Google Sheets is preferred.

Compensation and Benefits

• Competitive hourly wage ranging from 19.70 to 26.54 CAD, depending on expertise, experience, and location.
• Opportunities for additional earnings through bonuses and equity participation.
• Flexible working arrangements supporting autonomy and work-life balance.
• Comprehensive onboarding, developmental training, leadership programs, and career advancement options.
• Programs recognizing employee achievements and contributions.
• Health and wellness coverage including medical, dental, and vision plans for employees and eligible dependents.
• Retirement savings schemes with employer matching contributions.
• Access to employee assistance programs promoting overall wellbeing.
• Family-oriented benefits such as parental leave support and adoption assistance.

Additional Information

This opportunity is facilitated through an AI-driven matching process designed to quickly and fairly evaluate applicants based on core role requirements. Selected candidates will proceed through hiring stages managed internally by the employer.

Applicants' personal data will be handled in accordance with data protection regulations, with transparency about the use of AI tools in recruitment supporting but not replacing human judgment.