Technical Support Specialist

SwiftConnect; Montreal; On-site; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Opportunities for career growth

Innovative work environment

Job summary

A leading technology company in Montreal is seeking a Customer Support Specialist. In this full-time role, you will deliver world-class support to Enterprise customers, solve technical issues, and enhance customer experiences. Ideal candidates have 3+ years in customer service for Enterprise/SaaS, excellent communication skills, and experience with tools like Zendesk. This position offers a competitive salary and growth opportunities within a pioneering company.

Qualifications

• 3+ years of experience in customer service supporting Enterprise and SaaS applications.
• Ability to triage and resolve a high volume of incoming tickets swiftly and efficiently.
• Understanding complex technical issues and communicating solutions clearly.

Responsibilities

• Provide exceptional technical support to customers through email and remote access.
• Document, manage, and resolve issues in the customer management system.
• Identify and escalate significant or emerging issues to team leaders.

Skills

Problem-solving

Technical support

Communication

Collaboration

Creative thinking

Tools

Zendesk

Google Drive

Slack

PostgreSQL

SQL

Job description

Get to Know SwiftConnect

At SwiftConnect, we are the trailblazers in the realm of connected access enablement. Our passion lies in crafting seamless and elegant interactions for our customers, ensuring their users' digital pass is always at their fingertips – be it on their phone, watch, or anywhere it needs to be. We specialize in powering the next generation of connected access experiences, serving the needs of commercial real estate owners and enterprises spanning various leading industries.

Our cutting‑edge platform seamlessly integrates with existing mobile platforms, credential technologies, and business systems, delivering authorized access to everything, everywhere, all through a centralized access management system.

At the heart of our mission is the desire to connect people with the right place at the right time. Behind our cutting‑edge solutions, you’ll find a tech‑savvy team relentlessly driven by the company’s mission. We’re problem‑solvers with unshakable grit and an entrepreneurial mindset that keeps us ahead of the curve.

The Perfect Match

As a Customer Support Specialist, you will be part of a team delivering world‑class support to Enterprise customers, solving technical integration problems with our products. You are a natural problem‑solver, a master in simplifying and communicating complex technical solutions, and have demonstrated the ability to quickly learn and apply new technology. Your work will be critical in ensuring that SwiftConnect’s customers can meet their users’ support needs while growing their use of the platform.

Your Impact

• Elevate Customer Experiences: Provide exceptional technical support to our valued customers through email and remote access. Your mission is to ensure their satisfaction and fuel their loyalty.
• Be the Solution Owner: Document, manage, and resolve issues in our customer management system. Every case you close is a success story that strengthens our customer relationships.
• Spotlight on Proactive Problem‑Solving: Sharpen your keen eye for detail as you identify and elevate significant or emerging issues to our team leaders. Collaborate with the team to tackle escalated challenges.
• Fueling Collaborative Excellence: Engage in cross‑team collaboration with Quality Assurance, Operations, and Development teams to assess system and customer needs. Your insights will shape the future of our products and services.
• 24/7 Customer Advocacy: Participate in rotating evening and on‑call coverage to ensure our customers receive top‑notch support round the clock.

The Winning Formula

• 3+ years of experience in customer service supporting Enterprise and SaaS applications.
• Ability to triage and resolve a high volume of incoming tickets swiftly and efficiently.
• Expertise in understanding complex technical issues and communicating solutions in an easily digestible manner for customers.
• Creative thinking and innovative problem‑solving skills.
• Experience working collaboratively with cross‑functional teams such as sales, marketing, and product development.
• Outstanding written and verbal communication skills.
• Willingness to adapt to a flexible work schedule in accordance with the dynamic requirements of the business.
• Familiarity with standard systems such as Zendesk, Google Drive, Slack.
• Practical experience working with databases (PostgreSQL, SQL).
• Strong technical knowledge of APIs and experience with SaaS and Cloud‑based solutions.

Why Join Us

• Join a CRE‑Tech pioneer that leads the connected access enablement industry.
• Work with state‑of‑the‑art technology that shapes the future of connected access experiences.
• Play a crucial role in redefining the customer experience and have a direct impact on how people interact with spaces and places.
• Chart your career growth path with us as our company expands, creating potential advancement opportunities.
• Immerse yourself in an environment that fosters creativity, encourages fresh ideas, and celebrates innovation.
• Receive a competitive salary and benefits package to recognize your contributions.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Information Technology

Industries

Transportation, Logistics, Supply Chain and Storage