Technical Support Specialist

Position: Technical Support Specialist

Location: Fully on-site Monday-Friday in Downtown Toronto near Union Station

Compensation: $50,000 + perks (3 weeks of vacation, with increases after 2 and 5 years of service, employer-paid benefits, pension plan, team social events)

Type: Full time Permanent

Job Overview
We’re looking for a tech-savvy, customer-focused professional to join our support team. In this role, you’ll provide both inbound and outbound phone and email support, helping users resolve technical issues and guiding them through solutions with clear instructions-whether over the phone, via email, or through virtual sessions. You’ll play a key role in delivering exceptional customer service and will be expected to meet and exceed daily performance metrics and service levels.

Key Responsibilities

• Deliver top-notch customer service to new and existing clients.
• Support team performance goals with a strong focus on customer satisfaction and feedback.
• Reach out to inactive users through proactive calls to re-engage them with our services.
• Offer personalized, one-on-one training sessions based on client needs.
• Troubleshoot and resolve technical questions and provide training on product usage.
• Use strategic questioning to gather key information and investigate complex issues.
• Own technical support cases from start to finish, maintaining regular communication with clients.
• Accurately log all support interactions and updates in the system.
• Track and report on common technical trends and recurring support issues.
• Collaborate with the UK-based team for escalated, second-line technical support.
• Ensure timely issue resolution and confirm client satisfaction with outcomes.
• Monitor support queues and assign tasks or follow-ups as needed.
• Manage and resolve service-related concerns, including complaints or feature requests.

Qualifications & Experience

• Prior experience in customer service is required.
• Strong objection-handling and consultative recommendation skills.
• Excellent listening and communication skills, with the ability to support users of all technical backgrounds.
• Comfortable in a fast-paced environment and adaptable to change.
• Self-driven with a commitment to learning and product knowledge.
• Experience with Salesforce is a plus.

What You Bring to the Team

• Proven ability to build positive, long-term client relationships.
• Effective communication across all levels of the organization.
• Confidence in delivering group presentations, webinars, or training sessions.
• A personable, organized, and driven approach to work and problem-solving.

INDCAN

MC49846