SaaS Technical Support Specialist — Tier 1

AppDirect, Inc; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

AppDirect, Inc. in Toronto, Canada, is hiring a Technical Support Specialist - T1 to join the PartnerStack team. You will be the first point of contact for inbound tickets, chats and emails, troubleshoot platform issues, and document steps clearly to enable fast escalation.

You should have 1–2 years in SaaS or subscription support, excellent English communication, and familiarity with Zendesk or Salesforce Service Cloud. French is a plus; ownership and a customer‑obsessed mindset are essential.

Qualifications

• 1–2 years of experience in a technical support, customer support, or help desk role, ideally within a SaaS or subscription-based environment.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users clearly and empathetically.
• Hands-on experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar tools.
• Strong troubleshooting methodology — you isolate, replicate, and document issues systematically before escalating.
• Familiarity with web technologies (HTML, JSON, REST APIs) or subscription/billing platforms is a strong asset.
• French language proficiency is an asset.
• High sense of ownership, reliability, and drive to deliver an outstanding customer experience every time.

Responsibilities

• Serve as the first point of contact for inbound support tickets, chats, and emails from AppDirect customers and partners, ensuring every interaction is handled with urgency and care;
• Troubleshoot and resolve platform issues spanning account management, subscription provisioning, billing, and third-party integrations;
• Document all cases with clear, reproducible steps in the ticketing system (Zendesk or equivalent) to enable fast escalation and knowledge sharing;
• Escalate complex or unresolved issues to Tier 2/Tier 3 support with thorough, complete handoff notes that eliminate the need for customers to repeat themselves;
• Contribute to and maintain internal knowledge base articles and customer-facing FAQs, reducing repeat contact volume over time;
• Consistently meet or exceed SLA targets, CSAT benchmarks, and First Contact Resolution (FCR) KPIs;
• Surface recurring issue trends and product pain points to the Support Operations team to drive platform and process improvements.

Skills

English communication

Troubleshooting

Ticketing platforms

Ownership

Tools

Zendesk

Salesforce Service Cloud

HTML

JSON

REST APIs

Job description

AppDirect, Inc. in Toronto, Canada, is hiring a Technical Support Specialist - T1 to join the PartnerStack team. You will be the first point of contact for inbound tickets, chats and emails, troubleshoot platform issues, and document steps clearly to enable fast escalation.

You should have 1–2 years in SaaS or subscription support, excellent English communication, and familiarity with Zendesk or Salesforce Service Cloud. French is a plus; ownership and a customer‑obsessed mindset are essential.