Hybrid Tier 1 Tech Support Specialist (SaaS)

EWS Group; Toronto; Hybrid; CAD 58,000 - 65,000; Full time

Job summary

Volanté is seeking a Tier 1 Technical Support Specialist in Toronto, Ontario, for a hybrid role with 40 hours per week. You will be the first point of contact for customers, troubleshoot issues, and document information for ticketing.

This position offers opportunities to collaborate with Engineering and Product teams and advance in a fast-growing SaaS environment. The ideal candidate has at least 2 years of SaaS technical support experience, familiarity with Zendesk/Zoho/Freshdesk, basic SQL

Qualifications

• 2+ years in SaaS technical support or similar.
• Familiarity with support ticketing systems (Zendesk, Zoho, Freshdesk).
• Basic understanding of databases and SQL queries.
• Comfortable navigating Linux environments and using command-line tools.
• Strong troubleshooting and problem-solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team-oriented with a strong sense of accountability and ownership.
• Available to work on After hours Rotating Schedule, public holidays.

Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high-quality communication in every interaction.

Skills

SaaS support

Troubleshooting

Customer focus

Verbal communication

Written communication

Learning agility

Teamwork

After-hours availability

Tools

Zendesk

Zoho Desk

Freshdesk

SQL basics

Job description

Volanté is seeking a Tier 1 Technical Support Specialist in Toronto, Ontario, for a hybrid role with 40 hours per week. You will be the first point of contact for customers, troubleshoot issues, and document information for ticketing.

This position offers opportunities to collaborate with Engineering and Product teams and advance in a fast-growing SaaS environment. The ideal candidate has at least 2 years of SaaS technical support experience, familiarity with Zendesk/Zoho/Freshdesk, basic SQL