Customer Support Advisor
New
Canada, ESTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLBusiness IntelligenceJiraRESTful APIsTroubleshootingTechnical supportCustomer SuccessSaaS
Requirements
- 2+ years of experience in technical support, IT support, SaaS support, or a related customer-facing technical role
- Strong troubleshooting skills with a logical, analytical, and detail-oriented mindset
- Familiarity with SQL, relational databases, APIs, and SaaS/cloud-based applications
- Experience using ticketing and CRM tools such as Jira or FreshDesk
- Understanding of reporting, business intelligence tools, or data-driven systems
- Excellent communication skills with the ability to explain technical concepts to non-technical users
- Experience working with enterprise clients and managing multiple support priorities
- Ability to work effectively in a remote-first, EST-aligned environment
Responsibilities
- Act as the primary post-implementation point of contact for clients transitioning into production use
- Diagnose, troubleshoot, and resolve technical and software-related issues across applications and integrations
- Support and improve internal support workflows including ticket triage, prioritization, and resolution processes
- Collaborate with clients to ensure smooth adoption, strong system usage, and high satisfaction levels
- Assist in configuring and supporting financial and operational workflows within client environments
- Contribute to documentation, knowledge base development, and client enablement materials
- Work closely with engineering, product, and implementation teams to escalate and resolve complex issues
- Monitor and support client environments using help desk, CRM, and ticketing systems
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