Customer Support Specialist

Accountabilities: 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.