Remote Technical Support Specialist (SaaS)

Kenyan Edu; Southwestern Ontario; Hybride; CAD 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Workspace stipend

Flexible hours

Flexible vacation policy

Paid take-home assignment

Résumé du poste

Freshly Commerce is hiring a Technical Support Specialist to join a small remote team. You will own ticket resolution, troubleshoot both product and front-end issues, and respond to merchants with clear, actionable guidance.

You’ll engage across departments, document learnings, and help scale support while maintaining strong customer relationships. This role is fully remote with async-first culture.

Qualifications

• Experience in technical support at a SaaS or tech company.
• Strong written communication for merchants/customers.
• Ability to troubleshoot front-end issues and explain solutions.

Responsabilités

• Owns ticket resolution and escalations with a focus on user experience.
• Support merchants via email and video recordings; provide clear, helpful guidance.
• Identify patterns from merchant feedback and share insights with product/engineering.

Connaissances

Tech support

SaaS familiarity

Customer communication

Problem solving

Formation

Bachelor's degree or equivalent

Outils

HelpScout

Chrome DevTools

Description du poste

Freshly Commerce is hiring a Technical Support Specialist to join a small remote team. You will own ticket resolution, troubleshoot both product and front-end issues, and respond to merchants with clear, actionable guidance.

You’ll engage across departments, document learnings, and help scale support while maintaining strong customer relationships. This role is fully remote with async-first culture.