Level One Support Specialist

Wetech Alliance; Remote; CAD 40,000 - 55,000; Full time

Job summary

A technology support company is seeking a Level One Support Specialist to be the first line of communication for clients. Responsibilities include answering support tickets, assisting customers over the phone, and escalating complex issues. The ideal candidate should have strong communication skills, experience with POS or SaaS support, and the ability to manage multiple tickets. This role offers a supportive team environment, growth opportunities, and remote work flexibility.

Benefits

Supportive team

Growth opportunities

Flexibility and autonomy

Qualifications

• Strong communication skills in English.
• Friendly and professional in customer service.
• Reliable internet connection for remote work.

Responsibilities

• Respond to support tickets and assist customers.
• Make outbound calls for support or clarification.
• Document support interactions and contribute to knowledge base.

Skills

Strong written and verbal communication skills

Customer service approach

Troubleshooting ability

Organizational skills

Tools

HelpScout

Zendesk

Freshdesk

Job description

Position Overview

We’re looking for a Level One Support Specialist who will be the first line of communication for our valued clients. You’ll be responsible for responding to support tickets, assisting customers over the phone, and escalating more complex issues to our senior support team. If you're tech-savvy, customer-focused, and a great communicator—we want to hear from you.

What You’ll Do

• Answer incoming support tickets and provide helpful, friendly, and accurate responses
• Make outbound calls to customers who need support or clarification
• Escalate tickets that require higher-level technical support or developer intervention
• Follow up with customers to ensure resolution and satisfaction
• Document support interactions and contribute to our internal knowledge base
• Work closely with onboarding, development, and QA teams to help solve customer problems

What We’re Looking For

• Strong written and verbal communication skills in English
• Friendly, patient, and professional customer service approach
• Quick learner with solid troubleshooting ability
• Experience with POS systems or SaaS support is a plus
• Ability to stay organized, follow processes, and manage multiple tickets at once
• Reliable internet connection and comfort working remotely

Bonus If You Have

• Experience in the pawn industry
• Familiarity with ticketing systems like HelpScout, Zendesk, or Freshdesk
• Bilingual (English/Spanish or English/French)

Why You’ll Love Working Here

• Supportive and tight-knit team
• Opportunity for growth into advanced roles
• Flexibility and autonomy
• A chance to make a real impact helping small businesses thrive

How to Apply

📩 Email your PDF resume to [e-mail]. Subject line: Level One Support Application – [Your Name]

ATTENTION: RESUME MUST BE IN PDF FORMAT TO BE CONSIDERED.