Technical Support Specialist (Remote)

We are looking for a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing comprehensive technical support to our clients, ensuring they have a seamless experience with our products and services. As a key part of our team, you will act as a bridge between our clients and the development team, helping resolve technical issues, provide training, and ensure our software tools are functioning smoothly.

Key Responsibilities:

• Client Support: Provide prompt, efficient, and professional support to clients facing technical issues with our survey tools, software, and systems.
• Troubleshooting: Diagnose and resolve technical issues related to software setup, usage, and data processing. Offer solutions or escalate issues to the development team when necessary.
• Product Knowledge: Maintain a deep understanding of our suite of tools and solutions, ensuring you can offer expert-level support to clients on best practices, features, and troubleshooting.
• Client Training: Assist in training clients on the effective use of our tools through webinars, one-on-one sessions, and creating support documentation.
• Documentation: Maintain detailed records of client inquiries, issues, and solutions in our internal systems for future reference and to identify recurring issues.
• Collaboration: Work closely with the development and project management teams to communicate any technical issues or client feedback that requires improvement.
• Product Feedback: Relay valuable feedback from clients regarding the usability of our tools, assisting the product team in identifying areas for improvement.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience: At least 2 years of experience in technical support, IT support, or software troubleshooting, preferably in a SaaS (Software-as-a-Service) environment.
• Technical Skills:
  • Strong understanding of web-based applications, databases, and general IT systems.
  • Familiarity with troubleshooting tools and techniques for diagnosing and resolving technical problems.
  • Basic knowledge of HTML, CSS, JavaScript, or SQL is an asset.
• Communication Skills: Excellent written and verbal communication skills. Ability to explain technical concepts in simple terms.
• Problem-Solving: Strong analytical skills with a methodical approach to resolving issues quickly and effectively.
• Customer Service Focused: A passion for helping clients and providing exceptional customer service.
• Remote Work Skills: Ability to work independently in a remote setting, manage time effectively, and handle multiple inquiries simultaneously.

Preferred Skills:

• Experience with market research software or survey tools.
• Previous experience in a technical support role in a SaaS or analytical services environment.
• Familiarity with ticketing systems like Zendesk, Freshdesk, or similar platforms.

What We Offer:

• Competitive salary and benefits package.
• Flexible work hours and the ability to work remotely from anywhere in Canada.
• Opportunity for growth and development in a rapidly expanding company.
• Collaborative and supportive team environment.
• Access to cutting-edge technology and tools.
• Regular training and development to stay up-to-date with industry trends.

How to Apply:

If you are passionate about customer service and technology and want to contribute to an innovative company, we’d love to hear from you. Please submit your resume, along with a cover letter, outlining your experience and qualifications for this role.

Expert Analytical Solutions is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.