Technical Support Specialist L1
40000 CAD per year
Company:Terracor Business Solutions
Location:Canada
Languages:English
Seniority level:Entry, Proven experience
Experience:Proven experience
Skills:
SQLCustomer serviceTechnical support
Requirements:
- Proven experience in a customer-service role; technical support or help desk preferred.
- Software aptitude with ability to learn new interfaces, read documentation, and explore systems.
- Ability to read and interpret technical logs and error messages.
- Familiarity with ERP systems and basic database concepts (e.g., SQL queries) is a strong asset.
- Exceptional written and verbal communication skills.
- Highly organized, proactive, and able to manage a queue of incoming support requests efficiently.
Responsibilities:
- Act as the first point of contact for inbound support requests via email and phone.
- Investigate complex issues by reviewing system logs, interpreting error messages, and performing basic SQL queries.
- Execute customer-requested changes and perform routine platform configuration and account maintenance.
- Guide clients to self-help resources and documentation, and contribute to knowledge base expansion.
- Deliver virtual training sessions for clients on platform usage.
- Document and escalate complex issues to L2/development.
