Customer Support Specialist I

Role overview A remote Customer Support Specialist I role sits on the tier-one customer experience team, providing first-line troubleshooting for a SaaS product while also supporting internal colleagues. The position blends hands-on technical problem solving with knowledge creation, helping customers adopt new features and contributing to AI-enabled self-service content. It's an entry-to-early-career support role with structured shifts spanning daytime hours and occasional on-call coverage.

Responsibilities - Diagnose and resolve software bugs and data-related issues reported by customers. - Investigate environmental and infrastructure problems such as network, web server, or security scanning conflicts. - Respond to inbound inquiries across ticketing, email, chat, phone, and meeting software, keeping customers informed of status and timelines. - Walk customers through new features, enhancements, and version upgrades so they get value from the product. - Author and maintain knowledge base articles, internal documentation, and AI-supported self-service content that explain issues and resolutions clearly. - Prioritize a queue of open tickets, balancing urgency with capacity and escalating when needed.

Requirements - Roughly 1–2 years of experience in SaaS product support and troubleshooting. - Working knowledge of Microsoft SQL Server, Windows Server, IIS Web Server, and HTML. - Strong analytical and diagnostic skills, with the ability to manage multiple tasks under tight timelines. - Clear written and verbal communication, including the ability to explain technical ideas to customers with varied skill levels. - Comfort working with cross-functional partners and following instructions delivered in written, oral, diagram, or schedule form. - Technical writing skills, ideally with hands-on experience using a support platform such as Zendesk.

Nice to have - Hands-on experience using AI assistants (e.g., ChatGPT, Copilot, Claude) or workflow automation tools like Zapier. - Background contributing to AI-driven self-service or knowledge management content.

Benefits and work setup - Remote position based in the Toronto, Canada region. - Shifts fall between 8:00 AM and 8:00 PM ET, with shifts typically scheduled as 8:30 AM–5:00 PM, 10:00 AM–6:30 PM, or 11:00 AM–8:00 PM, plus occasional on-call coverage from 8:00 PM to 11:00 PM ET. - Company-provided laptop and required software for remote work. - Canada-based benefits package including employer-paid life and accidental death insurance, contributions to a health care spending account, dependent life insurance, optional life insurance, long-term disability coverage, drug and paramedical, dental, vision, and an employee assistance program.