Technical Support Specialist - Back Office
New
J
JobgetherSoftware
CanadaFull-TimeMiddle
SalaryCAD $19.70 – CAD $26.54
Apply NowOpens the employer's application page
Job Details
- Required Skills
- SQLMicrosoft Power BITableauMicrosoft ExcelTechnical supportAnalytical thinkingCustomer supportGoogle Sheets
Requirements
- Experience in technical support, customer support, software troubleshooting, or a related technology-focused role.
- Bachelor’s degree or equivalent experience is preferred.
- Strong analytical thinking, troubleshooting skills, and the ability to independently investigate and resolve complex issues.
- Excellent communication skills with the ability to explain technical concepts clearly to different audiences.
- Customer-focused mindset with empathy, patience, confidence, and a commitment to delivering high-quality experiences.
- Ability to manage multiple priorities, work under pressure, and remain organized in a fast-paced environment.
- Strong learning agility and the ability to quickly master complex software platforms.
- Experience using AI-powered tools effectively while applying sound judgment to validate information and recommendations.
- Familiarity with spreadsheets such as Google Sheets or Excel is preferred.
- Interest in or familiarity with ERP, payroll, accounting, reporting, or business management systems.
- Understanding of recurring billing concepts, subscriptions, memberships, service agreements, reconciliation, revenue recognition, or accounting fundamentals.
- Basic data literacy with interest in developing SQL skills and experience with reporting or business intelligence tools such as Power BI or Tableau.
Responsibilities
- Act as the first point of contact for customer inquiries through phone, chat, email, and screen-sharing sessions.
- Provide technical troubleshooting and solution guidance for software functionality, workflows, and business processes.
- Develop strong product knowledge to support customers across areas such as sales processes, inventory management, billing, and operational workflows.
- Use support tools, internal resources, and testing methods to diagnose issues, prevent escalations, and resolve cases efficiently.
- Translate complex technical problems into clear, practical solutions that customers can easily understand and implement.
- Build trusted relationships with customers by demonstrating empathy, patience, and a customer-focused approach.
- Continuously learn new product capabilities, industry practices, and technical tools to improve support quality.
- Collaborate with teammates and contribute to a culture of knowledge sharing and continuous improvement.
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