End User Support Specialist
New
J
JobgetherCustomer Success
CanadaFull-TimeMiddle
Salary40,000 - 45,000 CAD per year
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Job Details
- Experience
- 1–3 years
- Required Skills
- SaaSTechnical support
Requirements
- 1–3 years of experience in end-user support, help desk, technical support, or a comparable customer-facing technology role.
- Experience supporting hardware devices and end-users in a production or operational environment.
- Strong troubleshooting skills with the ability to diagnose and resolve basic technical issues efficiently.
- Customer-focused approach with the ability to remain professional, patient, and helpful when assisting users with technical challenges.
- Comfortable providing technical support by phone, email, and ticket-based systems.
- Familiarity with ticketing platforms and asset or inventory management tools.
- Strong organizational and time-management skills, with the ability to manage multiple requests and priorities while maintaining attention to detail.
- Excellent written and verbal communication skills, including the ability to document technical information clearly.
- Ability to work independently while collaborating effectively with internal support, engineering, and operational teams.
- Experience with VR devices, particularly Quest or similar platforms, is an advantage.
- Knowledge of device provisioning, mobile device management (MDM), or hardware deployment workflows is a plus.
- Experience with shipping logistics, inventory coordination, SaaS platforms, or user-access management is beneficial.
Responsibilities
- Configure, provision, and prepare Quest VR devices for deployment to end-users, ensuring devices are ready for reliable use.
- Manage the dispatch and shipment of new and replacement VR devices, including tracking, documentation, and coordination of delivery activities.
- Provide responsive Tier 1 support through phone, email, and ticketing channels, addressing common technical and operational issues.
- Troubleshoot basic hardware, software, connectivity, and user-access problems while guiding users toward effective resolutions.
- Support end-users with device setup, usage instructions, troubleshooting steps, and recommended best practices.
- Coordinate device returns and replacements while keeping inventory records and asset information accurate and up to date.
- Escalate more complex technical issues to Tier 2 or engineering teams, providing clear documentation and relevant troubleshooting information.
- Maintain accurate support tickets, asset logs, shipping records, and other operational documentation.
- Assist internal teams with VR device logistics, onboarding activities, and end-user deployment requirements.
- Contribute to user guides, FAQs, standard operating procedures, and other resources that improve support efficiency and consistency.
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