Customer Support Specialist, Infinity

Aquila; Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

A technology company is seeking a Customer Support Specialist to provide remote support for clients in the U.S. and Canada. You will manage inquiries, troubleshoot technical issues, and deliver professional assistance via multiple communication channels. Ideal candidates will have 2+ years of technical support experience and strong analytical skills. The role offers opportunities for professional growth and impactful work in the lending technology sector.

Benefits

Professional development opportunities

Dynamic remote working environment

Impactful work in a mission-driven organization

Qualifications

• 2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
• Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time.
• Proficiency with Microsoft Office and remote access tools.
• Analytical, detail-oriented, and client-focused.

Responsibilities

• Manage incoming support requests and resolve issues efficiently.
• Collaborate with Developers and Business Analysts for client-focused solutions.
• Train clients on new releases and gather feedback for process improvements.

Skills

Technical support experience

Communication skills

Problem-solving

Client-focused

Analytical skills

Tools

Microsoft Office

Remote access tools

Databases

Job description

Overview

Aquila invests in category-defining B2B/B2G software companies globally, acting as a thought-partner and striving for the long-term success of our portfolio companies. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company, offering limitless possibilities for our people.

We are uniquely positioned and responsive to the needs of the markets we operate in. We have ambitious goals and are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.

Who we need

Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency.

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience.

This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST.

What’s in it for you

Challenges. You are seeking a customer support role where no two days are the same. This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements. You want to be part of a mission-driven organization where your expertise directly helps customers extend access to small loans for individuals who need them most.

Impact. At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful. We are committed to fulfilling our mission—to give both our employees and customers the freedom to grow. With 4 billion people globally excluded from traditional financial systems, your work will have real-world impact.

Professional growth. You will work alongside a manager who brings a coaching mindset to leadership; someone who wants to support you as a valued team member and unique individual. A former collegiate baseball player and current coach, he is dedicated to helping you refine your skills, play to your strengths, and advance your career, enabling you to deliver your best performance consistently. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.

How you will make an impact

• Customer support. You will manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently. You will address concerns from password resets to functionality questions with professionalism and accuracy. You will provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
• Problem resolution and collaboration. You will research and document solutions to complex issues by reviewing historical data, past closed tickets, and internal knowledge. You will collaborate with Developers and Business Analysts, engage in group channels to share findings, and contribute to efficient, client-focused solutions. You will participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
• Knowledge sharing and process improvement. You will gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases. You will participate in continuous learning to drive ongoing improvement across the team.

What you bring

• The experience. 2+ years of experience in technical customer support, ideally in a startup or high-growth environment. You thrive in a fast-paced setting where initiative, drive, and autonomy meet and exceed customer needs. You approach problems with a service-oriented and solution-oriented mindset, conducting thorough research and applying findings to solve complex issues.
• The flexibility. Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time to support clients during their business hours.
• The technical skills. Proficiency with Microsoft Office, databases, and remote access tools. A growth mindset and ability to quickly learn new releases and functionality, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms. Comfortable adopting new technologies to streamline support workflows.
• The solution focus. Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills. You can identify patterns, reference prior resolutions, and build on existing documentation.
• The interpersonal skills. Excellent verbal and written communication, able to build relationships with customers at all levels, translating technical guidance for non-technical audiences. A collaborative team member in a virtual environment who values inclusivity and respectful dialogue.

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU].

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives growth. This is a place where high performance and hard work are rewarded, leaders are grown, and the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

We spend our days asking questions and challenging the status quo to stay ahead in a competitive landscape. If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.

Apply now.

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success, apply to express your interest.

Interview process

• A virtual interview with a Talent Advisor to express interest and share experience.
• A virtual technical interview with the Senior Manager, Customer Success and Team Lead to review technical knowledge and approach to customer service and fit with the role.
• A virtual interview with the Director of Operations to discuss the mission and growth strategy of the company.

Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

EEO and eligibility questions

1. Indigenous peoples: Are you Indigenous? Definition: First Nations, Inuit or Métis peoples of Canada.
2. Persons with disabilities: Do you have a long-term or recurring physical, mental, sensory, psychiatric, or learning impairment? Accommodations may be provided during the selection process.
3. Members of visible minorities: Are you a member of a visible minority?
4. Gender identity: Which gender identity do you most identify with?
5. Salary expectations: What are your salary expectations?
6. Legal eligibility to work in Canada: Are you legally eligible to work in Canada on an ongoing basis?
7. Preferred name: What is your preferred name?
8. PST availability: Are you able to commit to 9 AM - 5 PM Pacific Time regardless of location?