Software Support Specialist

Canadian Inclusion; Ottawa; Hybrid; CAD 93,000 - 114,000; Full time

Job summary

Canadian Inclusion is seeking a Software Support Specialist to deliver technical customer support, document all interactions, and collaborate with development teams to resolve software issues. The role emphasizes learning diverse applications, providing timely status updates, and identifying opportunities for automation and enhanced processes.

The ideal candidate has 1–2 years in technical customer service, experience with CRM platforms, and familiarity with Microsoft 365, Teams, and VOIP

Qualifications

• 1-2 years customer service experience in a technical environment required.
• Experience with CRM platforms to document all customer communication.
• Familiarity with Microsoft 365, Teams, and VOIP systems preferred.
• Ability to leverage AI-assisted tools to improve research, documentation, troubleshooting, and productivity.
• Strong communication and consultative support to identify improvement opportunities.

Responsibilities

• Provide technical phone support to customers and document communications.
• Diagnose software issues and collaborate with teams to resolve problems promptly.
• Install and update product applications and related software components.
• Learn, implement, and train on various software applications.
• Identify revenue opportunities and communicate progress to management.

Skills

Customer service

AI-assisted tools

Process improvement

Active listening

Consultative support

Problem solving

Education

Experience with CRM platforms

Tools

CRM Platforms

Microsoft 365

Teams

VOIP systems

AI-assisted tools

Job description

Software Support Specialist (Information Technology)

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issu es and b ugs, p e rforming a ppropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems in a timely, efficient and effective manner.
• Installing and updating product applications, integrated 3rd party applications and operating system and/or database applications
• Learning, understanding, imp lementi ng and training on a variety of software applications
• Identification and communication of additional r evenue streams/opportunities
• Providing regular and timely status reports and progress of assi gned wor k to the Manager of Support Services

Essential Qualifications:

The desired candidate m ust poss ess a high level of initiative, a ptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:

• 1-2 years c ustomer service experience in a technical environment required
• Experience working within or as a vendor f or local government tax appraisal, assessment and collection groups a plus
• Familiarity with using CRM Platforms to document all customer communication
• History of use with Microsoft 365, Teams, and VOIP systems preferred
• Demonstrated ability to leverage AI-assisted tools to improve research, docum entatio n, troubleshooting, and overall productivity.
• Ability to identify customer business challenges and communicate opportunities for p rocess impr ovement, automation, or AI-driven solutions.
• Proven ability to build trusted relationships with customers through active listening, professionalism, and consultative support.
• Ability to analyze custa mer workflows and identify repetitive tasks that may benefit from automation or AI-enabled solutions.
• Strong organizational skill s wit h the ability to prioritize competing demands while maintaining attention to detail.
• Commitment to continuous learning and adoption of emerging technologies and best practices.
• Ability to collaborate effectively across Support, Development, Professional Services, and Product Management teams.

Salary range: $65,000 - $75,000 USD per year.

Salary Minimum: 75000Salary Maximum: 75000