Product Support Specialist | Application Support | Hybrid

Randstad Canada; Markham; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading staffing and recruitment firm is seeking a Product Support Specialist in Markham, Canada. This role involves troubleshooting software issues, guiding clients through features, and ensuring satisfaction. Ideal candidates will have 2+ years in technical support, strong communication skills, and knowledge of support tools. The position offers remote flexibility and opportunities for career growth.

Benefits

Remote flexibility

Opportunities for internal progression

Exposure to ERP, POS, and SaaS platforms

Qualifications

• 2+ years of experience in technical or application support, ideally in a software/SaaS environment.
• Strong interpersonal and communication skills—you’re comfortable guiding users at all levels.
• Familiarity with Windows environments and basic networking concepts.
• Working knowledge of relational databases and web technologies.

Responsibilities

• Troubleshoot software and system issues quickly and professionally for clients.
• Build strong working relationships with end users to understand their business needs.
• Log support tickets clearly and escalate issues to Tier 2/3 teams when needed.
• Contribute to support documentation and FAQs to empower users.

Skills

Technical troubleshooting

Interpersonal communication

Attention to detail

Problem-solving mindset

Education

Degree or diploma in Computer Science, IT, or related field

Tools

Zendesk

Jira

Freshdesk

Job description

Overview

We’re looking for a dedicated and technically-minded Product Support Specialist to join a growing software team that delivers industry-leading solutions across sectors like hospitality, retail, and professional services. In this role, you’ll be the trusted first point of contact for clients—helping them resolve system issues, guiding them through product features, and ensuring they get the most value from our software.

This is a great opportunity for someone who enjoys blending technical troubleshooting with relationship-building, and who takes pride in delivering meaningful support that helps clients succeed every day.

The best and fastest way to get a response is to submit your updated resume to [e-mail]

Advantages

• Be a key player in ensuring long-term client satisfaction and retention
• Collaborate closely with both clients and internal teams (QA, product, development)
• Gain exposure to ERP, POS, and SaaS platforms used by businesses across North America
• Grow your career in a stable, client-first company that values empathy, accountability, and knowledge-sharing
• Remote flexibility with opportunities for internal progression into training, QA, or product roles

Responsibilities

• Serve as a trusted advisor to clients by troubleshooting software and system issues quickly and professionally
• Build strong working relationships with end users, understanding their business needs and guiding them through effective solutions
• Provide “how-to” assistance on configurations, product usage, and troubleshooting across modules like billing, scheduling, inventory, or accounting
• Log support tickets clearly and thoroughly; escalate complex issues to Tier 2/3 teams when needed
• Replicate customer issues in test environments to identify potential software bugs
• Share client feedback and recurring issues with internal teams to improve the product
• Contribute to support documentation, FAQs, and best practice guides to empower users
• Participate in an on-call rotation to ensure extended support coverage (as needed)

Qualifications

• 2+ years of experience in technical or application support, ideally in a software/SaaS environment
• Strong interpersonal and communication skills—you’re comfortable guiding users at all levels
• A problem-solving mindset with a keen attention to detail
• Familiarity with support tools and ticketing systems (e.g., Zendesk, Jira, Freshdesk)
• Working knowledge of: Windows environments and services (e.g., IIS, server permissions); basic networking concepts (IP addresses, firewalls, ports); relational databases and data validation (SQL experience is a plus); web technologies like HTML, CMS, or system integrations

Bonus Points For

• Experience with ERP or POS systems, particularly in industries like hospitality, clubs, or retail
• A background in customer onboarding, training, or documentation
• A degree or diploma in Computer Science, IT, or related field
• A passion for continuous learning and making clients feel supported, informed, and empowered

Summary

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. We strive to increase equity, diversity and inclusion within the workplace by examining our policies, practices, and systems throughout the entire lifecycle of our workforce, including recruitment, retention and advancement for all employees. We are dedicated to positive actions to ensure everyone has full participation in the workforce, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including women or non-binary/gender non-conforming individuals, Indigenous or Aboriginal Peoples, persons with disabilities, and members of visible minorities, racialized groups, and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. If you have accommodation requirements, please email [e-mail] to ensure your ability to participate fully in the interview process.