Customer Technical Support

OPES Software; Canada; Remote; CAD 30,000 - 60,000; Full time

Job summary

An innovative firm is seeking a Customer Technical Support representative to be the first point of contact for customers facing technical challenges. This role involves troubleshooting software issues, providing step-by-step guidance, and ensuring outstanding customer service. The ideal candidate will possess excellent communication skills and a passion for technology. Join a dynamic team dedicated to simplifying financial services for clients worldwide, where your contributions will significantly impact customer satisfaction and operational efficiency. If you thrive in a fast-paced environment and enjoy helping others, this opportunity is perfect for you.

Qualifications

• 1-2 years of experience in customer support or technical role.
• Basic knowledge of financial technologies and banking operations is a plus.

Responsibilities

• Guide users through technical processes to resolve software issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with internal teams to ensure customer issues are addressed.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Problem-Solving

Financial Technologies Knowledge

Experience with Ticketing Systems

Knowledge of SQL

Operating Systems (Windows, macOS, Linux)

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Tools

Jira

ME

Job description

Customize Consent Preferences

Always Active

OPES Software is a global provider of financial services, compliance, and enterprise resource planning software headquartered in Montreal, Canada. For nearly 25 years, OPES has been helping investment managers and fund administrators simplify tasks in today’s international markets. We assist banks and financial institutions worldwide in adhering to international standards, streamlining functions required by the global financial markets. At OPES, we hire and cultivate financial technology specialists with global experience from the fields of regulation and banking

Department: Support Specialist

Project Location(s): Remote / Hybrid / On-site

Compensation: 1k

Job Description

As a Customer Technical Support representative, you will be the first point of contact for our customers, assisting them with technical issues related to our software. You will troubleshoot software problems, provide step-by-step guidance, and escalate complex issues to higher-level support when necessary. The ideal candidate will possess excellent communication skills, basic technical knowledge, and a passion for delivering outstanding customer service.

Responsibilities

• Guide users through technical processes to resolve common software issues.
• Conduct remote sessions to troubleshoot problems directly on customer systems.
• Document troubleshooting steps and resolutions in the ticketing system.
• Respond to customer inquiries in a timely and professional manner.
• Escalate complex issues to higher support levels or development teams when necessary.
• Collaborate with internal teams to ensure customer issues are properly addressed.
• Create and update troubleshooting guides for internal and external users.
• Provide and document feedback to the product team on common user issues.
• Assist in onboarding and training new customers on how to use the software.
• Stay updated on product features and updates to provide accurate support.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in a customer support or technical role, ideally in the fintech or software industry.
• Basic knowledge of financial technologies and banking operations is a plus.
• Knowledge of troubleshooting techniques for software and web applications.
• Experience with ticketing systems like Jira, ME, or similar platforms.
• Basic understanding of databases, SQL queries, and APIs is a plus.
• Competency in Windows, macOS, and Linux.
• Fluent in English (written and spoken) – Mandatory. French or Spanish are a plus.
• Excellent verbal and written communication skills.
• Ability to explain technical issues to non-technical users.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Customer-focused attitude with the ability to empathize and build relationships.