Associate Account Agent

Donuts Inc.; Ontario; On-site; CAD 65,000; Full time

Job summary

A technology services company is seeking an Associate Account Agent in Ontario to provide technical support and enhance client experience. You will troubleshoot client issues, oversee deliverables, and collaborate with multiple departments. A Bachelor's Degree in a relevant field and two years of experience are required. Benefits include 15 days vacation, insurance, and a pension plan.

Benefits

15 days vacation

Dental and health insurance

Disability insurance

Pension with employer match

Monthly device allowance

Voluntary theft protection

Eligibility for bonuses and salary increases

Qualifications

• Minimum two years’ experience in a Technical / Customer Support environment.
• Knowledge of DNS, internet applications, domain management, and web hosting.
• Strong customer service skills to enhance customer experience.

Responsibilities

• Providing technical support and resolving customer issues.
• Preparing and obtaining client sign-off on detailed requirements.
• Documenting customer issues and solutions to improve team efficiency.

Skills

Technical Support

Customer Service

Problem Analysis

Communication

Conflict Resolution

Education

Bachelor’s Degree or College Diploma in Computer Science, Telecommunications, Engineering, or related field

Tools

Linux/BASH

TCP/IP

SSL

EPP

JIRA

Job description

Company operating name: Identity Digital

Company legal name: Identity Digital Canada Corp.

Business address: 5 Park Home Avenue, Suite 400, North York, Ontario, M2N 6L4

Title of position: Associate Account Agent

Location of work: 5 Park Home Avenue, Suite 400, North York, Ontario, M2N 6L4

Number of positions: One (1)

Job duties:

In your role as an Associate Account Agent, you will be responsible for troubleshooting and resolving customer issues, providing user support, general problem analysis and resolution, technical assistance, and training for registry services as needed. This position reports directly to the Sr. Director, Registry Support and Management. Your duties include but are not limited to:

• Providing technical support, client communication, conflict resolution, and ensuring compliance on client deliverables. Escalate issues to leadership as needed.
• Meeting with clients weekly at minimum, documenting and sharing meeting minutes promptly.
• Preparing and obtaining client sign-off on detailed requirements to clearly capture client needs.
• Reviewing major deliverables (e.g., strategic brief, functional specifications, technical specifications) to ensure quality standards and client expectations are met.
• Collaborating with Product Management, Project Management, and other departments to prepare guides and customer-facing communications.
• Addressing client issues efficiently and informing management of any problems.
• Working with Technical Support and Product Strategy / Engineering teams to stay informed about registry operator and registrar statuses, identifying potential issues or opportunities.
• Ensuring all processes and procedures are completed and quality standards are maintained.
• Representing the client’s goals to the project team and communicating client activity to relevant stakeholders.
• Providing technical documentation to support projects and user training, and representing the Technical Support team on technical projects.
• Supporting network and internet issues related to domain name registries, including troubleshooting SSL, firewall, zone file access, and EPP protocol support.
• Managing open tickets, diagnosing issues, and providing solutions for application and system problems.
• Documenting customer issues and solutions to share knowledge and improve team efficiency.
• Coordinating with legal and cybersecurity teams to analyze and enforce policies for data security.
• Mentoring and training team members in tools like DocuSign, EPP, XML, SSL, and troubleshooting across platforms.

Qualifications / Skills Requirements:

• Bachelor’s Degree or College Diploma in Computer Science, Telecommunications, Engineering, or related field.
• Minimum two years’ experience in a Technical / Customer Support environment.
• Knowledge of DNS, internet applications, domain management, and web hosting.
• Ability to research and resolve technical issues using command line tools and troubleshooting resources.
• Experience with ticketing systems, Linux/BASH, TCP/IP, SSL, EPP, XML, SQL, PostgreSQL, Java, Office Suite, and JIRA.
• Strong customer service skills to enhance customer experience.

Language of work: This position requires proficiency in English (speaking, reading, writing).

Terms of employment: Permanent, full-time

Salary: $65,000 per year

Benefits include 15 days vacation, dental and health insurance, disability insurance, pension with employer match, monthly device allowance, voluntary theft protection, and eligibility for bonuses and salary increases.

Contact information:

• Email: [e-mail]