Customer Support Specialist

• Serve as the first point of contact for customer inquiries involving platform usability, configuration, data accuracy, integrations, and software functionality.
• Diagnose, troubleshoot, and resolve technical issues across automotive data platforms and workflow systems, escalating complex cases when necessary.
• Communicate clearly and empathetically with customers, explaining technical findings, proposed solutions, and next steps while managing expectations.
• Record customer interactions, troubleshooting steps, and resolutions accurately in CRM and ticketing systems.
• Follow established support workflows, service-level agreements (SLAs), and escalation procedures to ensure consistent, timely, and high-quality service.
• Collaborate with Product, Engineering, Data, and Sales teams to investigate recurring issues, identify defects, and support effective resolutions.
• Contribute to knowledge base articles, internal documentation, support playbooks, and process improvements that enhance team efficiency and customer experience.
• Use diagnostic tools, internal testing utilities, and data validation resources to investigate issues and verify solutions.

Requirements

• Experience: 2–5 years of experience in customer support, technical support, service desk operations, or a similar role within a SaaS, data, or technology environment.
• Technical knowledge: Working knowledge of REST and SOAP APIs and common data formats, including JSON and XML.
• Troubleshooting skills: Strong analytical thinking, issue triage, problem-solving abilities, and confidence investigating complex technical issues.
• Systems proficiency: Experience using CRM and ticketing platforms; familiarity with telephony systems, diagnostic tools, and data validation tools is an advantage.
• Learning agility: Ability to quickly understand complex software products, data platforms, integrations, and interconnected workflows.
• Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers with varying levels of technical knowledge.
• Customer orientation: Demonstrated empathy, professionalism, sound judgment, and the ability to manage customer expectations while resolving issues.
• Education: Postsecondary education in Information Technology, Computer Science, or a related discipline is preferred; equivalent practical experience is also valued.
• Industry experience: Hands-on experience supporting automotive software, data platforms, dealerships, or original equipment manufacturers (OEMs) is an asset.
• Process discipline: Ability to manage customer inquiries, maintain accurate case records, follow established procedures, and escalate complex issues appropriately.
• Work schedule: Availability to work Monday through Friday, with shifts scheduled either from 8:00 a.m. to 4:00 p.m. or from 11:30 a.m. to 8:00 p.m.

Benefits

• Compensation: Starting pay of CAD $24–$25 per hour, with the final rate determined by relevant experience, qualifications, skills, and other applicable factors.
• Remote work: Virtual-first working environment with flexible work arrangements.
• Health coverage: Eligible employees may access medical, dental, and vision insurance.
• Financial protection: Disability and life insurance benefits for eligible employees.
• Retirement savings: Access to retirement savings programs, subject to eligibility.
• Time off: Paid time off to support personal needs and work-life balance.
• Wellness: Access to company-sponsored wellness programs and other eligible benefits.
• Professional development: Opportunities to expand technical knowledge, strengthen customer support skills, and grow professionally.
• Collaborative culture: Work alongside cross-functional teams in an environment that values innovation, integrity, accountability, and customer success.