Remote Customer Support Specialist, Infinity

Bilinguallink; Victoria; Remote; CAD 78,000 - 107,000; Full time

Job summary

Infinity Software is seeking a Customer Support Specialist for a fully remote role across the United States and Canada. You will manage inquiries from a portfolio of 20 to 40 clients, providing timely and accurate technical support via phone, chat, and email.

You will collaborate with Developers and Analysts to resolve issues, document solutions, and train clients on new releases while maintaining a positive, client-focused service mindset.

Qualifications

• 2+ years of experience in technical customer support in a startup or high-growth environment.
• Available to provide support during 9:00 a.m. to 5:00 p.m. Pacific Time.
• Excellent verbal and written communication; ability to translate technical guidance for non-technical audiences.

Responsibilities

• Manage incoming support requests via phone, chat, and email; triage, ticketing, and resolution.
• Research and document solutions; collaborate with Developers and Business Analysts to deliver client-focused solutions.
• Gather client feedback and communicate enhancement requests to Product/Development; assist in training clients on new releases.

Skills

Technical support

Customer service

Communication

Problem solving

Adaptability

Time management

Tools

Microsoft Office

Databases

Remote access tools

Chatbots

AI-enabled help desk

Job description

Who we need

Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. At Infinity, we recognize that the only way for our clients to perform better is for our software to outperform the status quo, surpass the competition, and exceed expectations. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency.

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience.

This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am – 5pm PST.

What’s in it for you

Challenges. You are seeking a customer support role where no two days are the same. This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements. You want to be part of a mission-driven organization where your expertise directly helps customers extend access to small loans for individuals who need them most.

Impact. At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful. We are committed to fulfilling our mission—to give both our employees and customers the freedom to grow. With 4 billion people globally excluded from traditional financial systems, your work will have real-world impact.

Professional growth. You will work alongside a manager who brings a coaching mindset to leadership; someone who wants to support you as a valued team member and unique individual. A former collegiate baseball player and current coach, he is dedicated to helping you refine your skills, play to your strengths, and advance your career, enabling you to deliver your best performance consistently. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.

How you will make an impact:

• Customer support. You will manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently. You will address concerns from password resets to functionality questions with professionalism and accuracy. You will provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
• Problem resolution and collaboration. You will be responsible for thoroughly researching and documenting solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge. You will collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions. You will actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
• Knowledge sharing and process improvement. You will gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases. You will take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.

Here’s what you bring:

• The experience. You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment. You thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers. You take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively.
• The flexibility. You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to our clients during their business hours.
• The technical skills. You are proficient with Microsoft Office, databases, and remote access tools. You have a growth mindset and can quickly come up to speed on new releases and functionality, learning new tools quickly. You are comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms, and you understand how these tools can streamline and enhance support workflows.
• The solution focus. You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills. You can identify patterns, reference prior resolutions, and build upon existing documentation.
• The interpersonal skills. You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease. You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives.

Why join?

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU].

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.

If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.

Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

#LI-DNI

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success,

What you can expect from our interview process:

• A virtual interview with a Talent Advisor to express your interest in the role and share your experience.
• A virtual technical interview with the Senior Manager, Customer Success and the Team Lead, to review your technical knowledge and customer service approach and to explore how you fit with the role and the team.
• A virtual interview with the Director of Operations to discuss the mission and growth strategy of the company.