Customer Support Specialist (Intercom, Jira)

VTRAC Consulting Corporation; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading consulting firm in Toronto is seeking a Customer Support Specialist to join their hybrid team. In this role, you'll be responsible for managing client interactions, resolving hardware and software issues, and ensuring data integrity across platforms. Ideal candidates will have at least three years of experience in customer support, possess strong communication skills, and show a passion for excellent service. This position offers a unique opportunity to be part of a company focused on sustainability and operational excellence.

Qualifications

• Minimum three years in a customer support role, ideally in a startup or fast-paced environment.
• Comfort using support tools such as CRM and help desk software.
• Background in engineering, energy management, or manufacturing is an asset.

Responsibilities

• Act as the primary point of contact for clients, providing resolution for hardware/software issues.
• Maintain well-documented client interactions using CRM tools.
• Coordinate with technical teams to manage end-to-end issue resolution.

Skills

Customer support experience

Strong written communication skills

Proactive problem-solving

Empathy for client needs

Analytical problem-solving skills

Tools

Intercom

HubSpot

ClickUp

Job description

VTRAC Consulting Corporation Intelligent Solutions

Thank you for applying to VTRAC opportunities. Please email your resume as a MS-WORD document in confidence Subject: Customer Support Specialist (Intercom, Jira), PERMANENT Hybrid, Attention: [e-mail], [phone].

Position: Customer Support Specialist (Intercom, Jira)

Position Type: Permanent

No. of Positions: 1

Location: Greater Toronto Area (Hybrid)

Description

Are you passionate about solving real-world problems, supporting innovative technology, and making a meaningful impact on sustainability? We are scaling rapidly across North America to revolutionize how businesses manage energy, cut emissions, and embrace a greener future. As a Customer Support Specialist, you’ll be a foundational team member—owning the customer experience, providing product and service support, optimizing day-to-day operations, and directly supporting our mission to build a more energy-efficient world. If you’re excited to work at the intersection of clean-tech, customer success, and operational excellence, this position might be for you.

Key Responsibilities

• Act as the primary point of contact for clients, providing prompt, accurate resolution for hardware/software issues.
• Maintain clear, well-documented client interactions using CRM and customer support platforms (e.g., Intercom).
• Coordinate with internal technical teams to manage the end-to-end issue resolution lifecycle.
• Liaise with third-party vendors and utility providers to ensure accurate energy data and client service continuity.
• Manage shipping and logistics of hardware devices, including inventory tracking and documentation.
• Perform regular data hygiene tasks across platforms such as HubSpot and ClickUp to ensure data integrity.
• Support the Operations Manager with ad-hoc tasks, including administrative, reporting, and internal process improvements

Qualifications

• Minimum three years in a customer support role, ideally in a startup or fast-paced environment.
• Strong written communication skills and comfort using support tools (CRM, help desk, workflow tools).
• Demonstrated ability to meet or exceed key customer metrics (FRT, TTR, CSAT).
• High attention to detail with a proactive, problem-solving attitude toward operational tasks.
• Passion for delivering excellent service and a high degree of empathy for client needs.
• Strong communication and analytical problem-solving skills.
• Background in engineering, energy management, manufacturing, or French proficiency is an asset

We thank all candidates in advance. Only selected candidates for interviews will be contacted. For other exciting opportunities, please visit us at www.vtrac.com. VTRAC is an equal opportunity employer.

Toronto . New York . Houston . Palo Alto