Remote Technical Support Specialist

Trakstar; Toronto; On-site; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Fully remote

Job summary

Infinity Software, part of Aquila, is hiring a Customer Support Specialist for a fully remote role serving a portfolio of clients in the US and Canada. You will handle inquiries, troubleshoot issues, and guide users through features from 9 AM to 5 PM PST.

Reporting to the Senior Manager, Customer Success, you will triage requests, document solutions, and contribute to knowledge sharing and product feedback. The role emphasizes responsiveness, accuracy, and a friendly, professional tone.

Qualifications

• 2+ years in technical customer support in startup or high-growth environments.
• Available to work 9:00 to 17:00 PST to cover client hours.
• Proficient with MS Office, databases, and remote access tools.
• Able to learn new tools quickly, including chatbots and AI help desks.

Responsibilities

• Handle incoming support requests via phone, chat, and email; create and manage tickets.
• Troubleshoot issues, document solutions, and provide clear guidance to non-technical users.
• Collaborate with Developers and Business Analysts to improve processes and releases.

Skills

Customer support experience

Communication skills

Problem-solving

Analytical thinking

Learning mindset

Tools

Microsoft Office

Databases

Remote access tools

AI help desk platforms

Job description

Infinity Software, part of Aquila, is hiring a Customer Support Specialist for a fully remote role serving a portfolio of clients in the US and Canada. You will handle inquiries, troubleshoot issues, and guide users through features from 9 AM to 5 PM PST.

Reporting to the Senior Manager, Customer Success, you will triage requests, document solutions, and contribute to knowledge sharing and product feedback. The role emphasizes responsiveness, accuracy, and a friendly, professional tone.