Technical Support Specialist - Remote

Overview

As a T1 Support Agent, you will be an integral part of the PartnerStack Customer Success team, assisting customers in navigating and utilizing PartnerStack to grow their business.

In Short

• Interact directly with customers and partners via email (Zendesk).
• Troubleshoot technical issues and brainstorm solutions.
• Communicate technical information clearly and concisely.
• Delight customers with empathy and product knowledge.
• Investigate and escalate bugs to the T2 technical team.
• Meet or exceed SLAs for reply and resolution times.
• Communicate effectively with internal stakeholders.
• Maintain help centre and internal knowledge bases.
• Be resourceful and self-driven.
• Be a reliable team player in a shared queue.

Requirements

• 2+ years of software support experience.
• Outstanding customer service and written communication skills.
• Strong conflict resolution skills.
• Proven internal communication skills.
• Understanding of internet technologies (APIs, HTTP, REST).
• Experience with Zendesk and Jira.
• Familiarity with SQL databases.
• Strong desire to learn and troubleshoot.
• Passion for documenting helpful information.
• Previous experience in customer or technical support.

Benefits

• Digital-first environment for flexible work.
• MacBook and peripherals budget provided.
• Flexible working hours.
• Work abroad flexibility for up to 8 weeks.
• Regular social events while working remotely.
• Competitive salary and promotion opportunities.
• High-quality health insurance from day one.
• Generous vacation and time off plan.
• Employee Stock Option Plan (ESOP).
• RRSP with employer matching.