Job Description

Job Title: Associate Software Support Technician

Location: Remote (Canada)- Halifax preferred

Type: Contract (with potential for permanent hire)

Overview:

We’re looking for a tech-savvy support professional to join a collaborative team providing first-line support for hardware and software products. You’ll help troubleshoot issues, guide users, and ensure a smooth experience for customers and internal teams.

What You’ll Do:

• Respond to support tickets, emails, and phone calls.
• Troubleshoot technical issues and escalate when needed.
• Perform device maintenance and investigate failures.
• Accurately document support cases.
• Build strong customer relationships with a professional approach.
• Manage multiple cases and prioritize effectively.
• Participate in occasional on-call rotations (approx. 2 weekends/year).
• Follow company policies and work schedules.

Team Environment:

• Supportive and collaborative team culture.
• Extensive onboarding and product training provided.
• Start with email support, then transition to phone support.
• Ongoing help available via internal chat and live Zoom support.
• Focus on learning, teamwork, and problem-solving.

What You’ll Bring:

• 2+ years in technical customer support.
• Experience with hardware/software troubleshooting.
• Strong documentation and case management skills.
• Proficiency in Microsoft Office.
• Excellent communication and attention to detail.

Nice to Have:

• Bilingual in English and French.

Additional Info:

• All equipment provided.
• No travel required.
• Full product certification required before live support begins.

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