Software Support Specialist

Cloudpermit; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading SaaS company seeks a Software Support Specialist to enhance client satisfaction through effective problem resolution and communication. The role involves addressing technical queries, improving user experience, and supporting continuous product development. Ideal candidates will hold an IT-related degree or equivalent experience, with strong communication and organizational skills required.

Qualifications

• 2-3 years of experience in a help desk or IT support role.
• Outstanding verbal and written communication skills.
• Ability to thrive in a fast-paced, collaborative environment.

Responsibilities

• Serve as the voice of the customer by recognizing and communicating trends in user feedback.
• Investigate and troubleshoot technical issues, finding new ways to resolve problems.
• Document all correspondence and maintain accurate records in the ticketing system.

Skills

Communication Skills

Analytical Skills

Organizational Skills

Technical Troubleshooting

Proficiency in Microsoft Office

Education

Bachelor’s degree in Information Technology

4+ years equivalent work experience

Tools

IT ticketing system

Freshdesk

Zendesk

Jira

Job description

We are looking for a Software Support Specialist to join our dynamic Customer Support team . In this role, you will provide timely and friendly support to our clients, share best practices, and act as a trusted advocate for their needs.

Thousands of users depend on our system for their community development needs, including e-permitting and city planning. As a Software Support Specialist, you will play a key role in ensuring a seamless user experience by resolving issues, identifying trends, and contributing to the continuous improvement of our product.

About Cloudpermit

Cloudpermit is the fastest-growing community development SaaS (software-as-a-service) company in North America. We provide cloud-based solutions that streamline permitting, planning, code enforcement, business licensing, and more for local governments and their citizens.

Headquartered in Reston, Virginia, with offices in Chicago, Toronto, and Tampa, Cloudpermit has been empowering communities for over a decade. Hundreds of government clients across the U.S., Canada, and Europe rely on our software to improve efficiency, accessibility, and collaboration.

Key Responsibilities :

• Serve as the voice of the customer by recognizing, interpreting, and communicating trends in user feedback.
• Respond promptly to incoming customer emails, phone calls, and chat inquiries, providing helpful guidance and setting clear expectations for issue resolution.
• Investigate and troubleshoot technical issues, finding new ways to resolve problems and sharing solutions with the team.
• Take ownership of support tickets, ensuring that all requests are logged, tracked, and resolved efficiently.
• Document all correspondence and relevant information in the ticketing system to maintain accurate records.
• Continuously learn and adapt to better understand our software, systems, and client needs.

Required Skills and Experience :

• Bachelor’s degree in Information Technology, Computer Science, or a related field, OR 4+ years of equivalent work experience.
• 2-3 years of experience in a help desk or IT support role.
• Experience using an IT ticketing / help desk system (e.g., Freshdesk, Zendesk, Jira).
• Outstanding verbal and written communication skills.
• Proficiency in Microsoft Office products.
• Strong analytical and organizational skills with keen attention to detail.
• Ability to thrive in a fast-paced, collaborative environment.
• A proactive approach with a passion for technology and software development.
• Candidate must be located near one of Cloudpermit’s U.S. offices (Reston, Tampa, or Chicago) and be able to work in the office at least three days per week.

Our Company Culture

We are driven by a shared vision of innovation, collaboration, and respect. Our team thrives in an inclusive and dynamic environment where creativity and problem-solving are at the heart of everything we do.

Focus - We stay committed to our goals, continuously pushing forward to develop innovative solutions that make a difference.

Collaboration - We succeed as a team because we are stronger together. By embracing each other’s strengths and learning from one another, we grow both professionally and personally.

Respect - We value our customers and colleagues alike, fostering an environment of trust, openness, and new ideas.

At Cloudpermit, you’ll work on engaging and challenging projects, have the opportunity to contribute ideas, and help shape the future of our software. We empower our team, celebrate achievements, and cultivate a workplace that is rewarding, supportive, and inspiring.

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