Technical Support Representative (Late Shift)

Accountabilities:

• Provide friendly, professional technical support to customers through phone, chat, and email, addressing product usage questions, how-to requests, and technical concerns with patience and clarity.
• Investigate reported issues by gathering relevant information, identifying potential root causes, troubleshooting systematically, and providing effective next steps or resolutions.
• Manage assigned support cases from initial contact through resolution, including prioritization, follow-up, communication, and timely closure.
• Maintain accurate and comprehensive case documentation, recording customer concerns, troubleshooting steps, relevant details, and outcomes for future reference.
• Escalate defects, outages, and complex technical issues through established processes, ensuring internal teams receive sufficient context to investigate and resolve them efficiently.
• Use internal knowledge resources and contribute useful information, feedback, and documentation to improve support consistency and reduce recurring issues.
• Participate in ongoing product, process, and tool training while following customer verification, privacy, data security, and support principles, and remain available for scheduled late-shift coverage.

Requirements:

• 2+ years of customer-facing experience in customer service, technical support, or a related role, with a demonstrated ability to provide professional and empathetic assistance.
• Strong troubleshooting and investigative skills, with the ability to gather information, analyze problems, determine appropriate next steps, and know when to escalate.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to users with different levels of technical proficiency and document interactions clearly.
• Strong adaptability and willingness to learn new systems, products, tools, and workflows as processes and technology evolve.
• Excellent organization and prioritization skills, with the ability to manage multiple cases and competing tasks effectively in a fast-paced support environment.
• Reliable and collaborative team member who consistently follows through, supports team workload, exercises sound judgment, and seeks assistance when appropriate.
• Bachelor’s degree preferred; experience training, teaching, coaching, or presenting information is a plus, as is familiarity with relational databases and basic reporting concepts such as querying and filtering data.

Benefits:

• Full-time, remote position open to candidates residing in Canada who are legally authorized to work there.
• Monday through Friday schedule from 10:30 AM to 7:00 PM EST, providing dedicated late-shift support coverage.
• Total compensation range of CAD 55,000–60,000, depending on experience and skills.
• Competitive base salary combined with quarterly incentive bonuses and a monthly profit-sharing bonus.
• Paid time off and volunteer days.
• Group insurance through Sun Life.
• Simplified Pension Fund.
• Annual wellness equipment reimbursement.
• Professional development and education assistance.
• Matching gifts program supporting charitable giving.
• Employee assistance and wellness programs.
• Remote-first and flexible work environment focused on collaboration, learning, inclusion, and work-life balance.
• Opportunities to contribute to meaningful work supporting organizations and causes that create positive social impact.