Technical Support Specialist - Back Office

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist - Back Office based in Canada.

This role offers the opportunity to become a trusted technology partner for customers by helping them solve complex software challenges and optimize their workflows.
You will serve as a key point of contact, delivering high-quality technical support through multiple channels while building strong customer relationships.
The position combines troubleshooting, product expertise, analytical thinking, and customer advocacy in a fast-paced technology environment.
You will gain deep knowledge of business software solutions while contributing to improved customer experiences and operational success.
Working with a collaborative support team, you will have opportunities to grow your technical skills and expand your career path.
This is an ideal opportunity for someone who enjoys problem-solving, learning new technologies, and making a measurable impact for customers.

As a Technical Support Specialist - Back Office, you will provide expert technical assistance to customers, helping them resolve software-related issues while delivering an exceptional support experience. You will investigate challenges, identify effective solutions, and collaborate with internal teams to continuously improve customer outcomes.

• Act as the first point of contact for customer inquiries through phone, chat, email, and screen-sharing sessions.
• Provide technical troubleshooting and solution guidance for software functionality, workflows, and business processes.
• Develop strong product knowledge to support customers across areas such as sales processes, inventory management, billing, and operational workflows.
• Use support tools, internal resources, and testing methods to diagnose issues, prevent escalations, and resolve cases efficiently.
• Translate complex technical problems into clear, practical solutions that customers can easily understand and implement.
• Build trusted relationships with customers by demonstrating empathy, patience, and a customer-focused approach.
• Continuously learn new product capabilities, industry practices, and technical tools to improve support quality.
• Collaborate with teammates and contribute to a culture of knowledge sharing and continuous improvement.

Requirements:

You are a proactive and technically curious support professional with strong problem-solving abilities and a passion for helping customers succeed. You combine technical aptitude with excellent communication skills and the ability to adapt in a rapidly changing environment.

• Experience in technical support, customer support, software troubleshooting, or a related technology-focused role; a bachelor’s degree or equivalent experience is preferred.
• Strong analytical thinking, troubleshooting skills, and the ability to independently investigate and resolve complex issues.
• Excellent communication skills with the ability to explain technical concepts clearly to different audiences.
• Customer-focused mindset with empathy, patience, confidence, and a commitment to delivering high-quality experiences.
• Ability to manage multiple priorities, work under pressure, and remain organized in a fast-paced environment.
• Strong learning agility and the ability to quickly master complex software platforms.
• Experience using AI-powered tools effectively while applying sound judgment to validate information and recommendations.
• Interest in or familiarity with ERP, payroll, accounting, reporting, or business management systems is an advantage.
• Understanding of recurring billing concepts, subscriptions, memberships, service agreements, reconciliation, revenue recognition, or accounting fundamentals is beneficial.
• Basic data literacy with interest in developing SQL skills and experience with reporting or business intelligence tools such as Power BI or Tableau.
• Familiarity with spreadsheets such as Google Sheets or Excel is preferred.

Benefits:

• Competitive hourly compensation range of CAD $19.70 – CAD $26.54, depending on skills, experience, qualifications, and location.
• Additional compensation opportunities, including potential bonus and equity programs.
• Flexible work options designed to support autonomy and work-life balance.
• Comprehensive onboarding, learning programs, leadership development, and career growth opportunities.
• Recognition programs that celebrate contributions and achievements.
• Health and wellness benefits, including medical, dental, and vision coverage for employees and eligible dependents.
• Retirement savings support through employer matching programs.
• Employee assistance programs and resources supporting overall wellbeing.
• Family support benefits, including parental leave resources and adoption assistance.