SaaS Customer Success & Onboarding Specialist

Ziff Davis; Remote; CAD 55,000 - 70,000; Full time

Job summary

A leading digital marketing firm in Canada is seeking a Technical Support Specialist to manage incoming support tickets and assist new customers via video calls. The ideal candidate will have a minimum of 2 years' experience in a SaaS-oriented technical support role, strong time management skills, and proficiency with ticketing systems like Zendesk. The role comes with a competitive salary range of $55,000 CAD to $70,000 CAD and opportunities for professional growth.

Benefits

Competitive salary

Professional growth opportunities

Work-life balance with paid time off

Employee engagement programs

Qualifications

• Minimum of 2 years of experience in a SaaS-oriented Technical Support or Customer Success role.
• Experience supporting tools and platforms with an ability to explain software functionalities.
• Ability to navigate tense conversations regarding churn while maintaining composure.

Responsibilities

• Manage incoming support tickets via email and chat, addressing product functionality and technical issues.
• Provide step-by-step instructions for platform actions.
• Engage with at-risk customers via video calls to resolve technical blockers.

Skills

Time management

Technical troubleshooting

Strong communication

Customer engagement

Tools

Zendesk

JIRA

Job description

A leading digital marketing firm in Canada is seeking a Technical Support Specialist to manage incoming support tickets and assist new customers via video calls. The ideal candidate will have a minimum of 2 years' experience in a SaaS-oriented technical support role, strong time management skills, and proficiency with ticketing systems like Zendesk. The role comes with a competitive salary range of $55,000 CAD to $70,000 CAD and opportunities for professional growth.