End User Support Specialist

Role overview This remote role provides Tier 1 technical and operational support for VR end-users, with a primary focus on configuring, dispatching, shipping, and managing replacement Quest devices. The specialist ensures a smooth end-user experience through timely issue resolution, device lifecycle management, and close collaboration with internal support teams.

Responsibilities - Configure, provision, and prepare Quest VR devices for end-user deployment - Manage dispatching and shipping of replacement and new VR devices, including tracking and documentation - Provide Tier 1 phone, email, and ticket-based support for VR end-users - Troubleshoot basic hardware, software, connectivity, and user-access issues - Guide end-users through device setup, usage, and best practices - Coordinate device returns, replacements, and inventory updates - Escalate complex technical issues to Tier 2 or engineering teams as needed - Maintain accurate support records, asset logs, and shipping details - Contribute to user guides, FAQs, and standard operating procedures

Requirements - 1–3 years of experience in end-user support, help desk, or technical support roles - Experience supporting hardware devices and end-users in a production environment - Strong troubleshooting and customer service skills - Comfortable providing phone-based technical support - Familiarity with ticketing systems and asset management tools - Excellent communication and documentation skills

Nice to have - Experience supporting VR devices such as Quest or similar - Knowledge of device provisioning, MDM, or deployment workflows - Experience with shipping logistics and inventory coordination - Familiarity with SaaS platforms and user access management

Benefits and work setup - Salary range of 40,000–45,000 CAD annually - Comprehensive benefits package including health, dental, life insurance, and RRSP - Remote work from home - Career growth and development opportunities - Collaborative and inclusive work environment