Customer Support Representative

Essential HR; St. Catharines; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in vehicle safety and telematics is seeking a Customer Support Representative to enhance customer experiences. The ideal candidate will be technically savvy and thrive in a customer-first environment, providing both product and technical support.

Benefits

Supportive culture

Training and development opportunities

Work-life balance

Qualifications

• Experience with CRM systems, especially ticketing systems.
• Solid command of Microsoft Office Suite.

Responsibilities

• Prepare client hardware and support on-site installers.
• Handle tickets via CRM, email, phone, and Teams.

Skills

Communication

Problem Solving

Technical Troubleshooting

Tools

CRM Systems

Microsoft Office Suite

Job description

Customer Support Representative
Location: St. Catharines, ON
Job Type: Full-Time

Join our team and help shape seamless customer experiences!
At DiCAN, we’re on a mission to deliver smart, reliable solutions for vehicle safety, telematics, and productivity. Our success is built on innovation, service excellence, and a team that truly cares about the customers we serve. We’re looking for a Customer Support Representative (CSR) who’s not just technically savvy, but also thrives in a customer-first environment.

If you love problem-solving, enjoy working with technology, and find joy in helping people, this could be the perfect role for you.

What You’ll Do

Product Support (Hardware & Software Prep) – 50%

• Prepare client hardware and ensure connectivity before it reaches the customer.
• Support on-site installers with live troubleshooting and connectivity checks.
• Troubleshoot products and manage technical escalations effectively.
• Keep documentation up to date and collaborate with backend support teams.
• Stay sharp on DiCAN’s evolving product line—including Geotab and camera-based systems.

Customer & Technical Support – 50%

• Be the front line of support: handle tickets via CRM, email, phone, and Teams.
• Diagnose and resolve issues efficiently while keeping customers in the loop.
• Provide solutions, clarify technical questions, and follow up to ensure satisfaction.
• Collaborate with forums like the Geotab Community to enhance your support knowledge.
• Build strong, positive relationships with customers by being a true advocate for their needs.

What You Bring to the Role

Technical Skills

• Experience with CRM systems (bonus points for knowledge of ticketing systems).
• Solid command of Microsoft Office Suite—Excel, Outlook, Teams, etc.
• Basic technical troubleshooting experience with software or hardware products.

Soft Skills

• Strong communication—clear, professional, and friendly.
• A customer-first mindset with great problem-solving instincts.
• Calm under pressure, even when juggling multiple priorities.
• High attention to detail and organizational skills.
• A team player who’s proactive, positive, and always ready to learn.

Why You’ll Love Working with Us

• Supportive culture where your voice is heard and your work matters.
• Training and development opportunities to grow your technical and professional skills.
• Diverse and dynamic team that thrives on collaboration and innovation.
• Work-life balance with flexibility in how and where you work (for remote/hybrid roles).

Ready to Apply?
If this sounds like a fit, we’d love to hear from you! Submit your resume and a quick note about why you’re interested in this role.

Accommodations are available on request for candidates participating in the selection process, if you require a specific accommodation, please let us know.

DiCAN is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status or any other class or status in accordance with applicable federal, provincial and local laws.