Technical Support Specialist L1

Terracor Business Solutions; Winnipeg; Remote; CAD 60,000 - 80,000; Full time

Job summary

A growing tech company is seeking a Technical Support Specialist (L1) to provide remote support across Canada. You will be the first point of contact for clients, diagnosing technical issues and providing solutions. A passion for customer service and technical problem-solving is crucial. The role includes client training and knowledge sharing, with a starting salary of $40,000 CAD and comprehensive benefits.

Benefits

Profit sharing program

Two weeks paid vacation plus statutory holidays

Comprehensive employee benefits package

Qualifications

• Proven experience in a customer-service role; technical support preferred.
• Ability to read and interpret technical logs and error messages.
• Exceptional written and verbal communication skills.

Responsibilities

• Act as the first point of contact for managing inbound support requests.
• Dive into complex issues to diagnose and resolve platform issues.
• Execute customer-requested changes and perform routine platform maintenance.
• Conduct engaging virtual training sessions for clients.
• Document and escalate complex issues to L2/development.

Skills

Customer service experience

Technical support or help desk experience

Software aptitude

Reading technical logs

Exceptional communication skills

Highly organized and proactive

Job description

Overview

We are seeking a highly motivated and customer-focused Technical Support Specialist (L1) to join our growing Customer Success team. You will be the first point of contact and a trusted partner to our clients, ensuring they get the most out of our cutting-edge, ERP-integrated B2B e-commerce platform. This is a fully remote position, open to candidates across Canada, with a preference for applicants based in the Winnipeg area.

We are looking for someone who is genuinely excited to partner with customers to untangle technical challenges. If you have a passion for investigation and problem-solving, but your true motivation is seeing a client successfully served, you\'re the right fit.

Responsibilities

• Front-line support: Act as the first point of contact, managing inbound support requests through email and phone with an emphasis on empathy and speed
• Technical investigation & resolution: Dive into complex issues, which may include reviewing system logs, interpreting error messages, and performing basic SQL queries to diagnose and resolve platform issues, ensuring the client is kept informed every step of the way
• Configuration: Execute customer-requested changes and perform routine platform configuration and account maintenance
• Knowledge sharing: Guide clients to appropriate self-help resources and documentation, and contribute to the expansion of our internal and external knowledge base
• Client training: Deliver engaging virtual training sessions for clients on platform usage, features, and best practices
• Escalation: Accurately document and escalate complex issues to L2/development when necessary

Requirements

• Proven experience in a customer-service role. Technical support or help desk preferred
• Customer-obsessed with a desire to engage directly with clients, turning potentially frustrating technical issues into positive problem-solving experiences
• Software aptitude with the ability to learn new interfaces, read documentation and explore systems
• Ability to read and interpret technical logs and error messages is required. Familiarity with ERP systems and basic database concepts (e.g., SQL queries) is a strong asset
• Exceptional written and verbal communication skills, with an ability to simplify complex technical topics for non-technical users
• Highly organized, proactive, and able to manage a queue of incoming support requests efficiently

Nice to Haves

• Previous experience reading and interpreting error logs
• Basic SQL knowledge regarding selects, sub queries and joins
• Familiarity with HTML, Javascript, PHP or Python
• Understanding of ERP systems and e-commerce platforms

Benefits

• Starting Annual Compensation: $40,000 CAD
• Profit Sharing: All employees in good standing are eligible to participate in our company profit-sharing program
• Time Off: 2 weeks paid vacation to start, plus statutory holidays
• Comprehensive Benefits: Access to our full employee benefits package, including Medical, Dental, Life Insurance, and other perks

Why Join Us?

You\'ll be part of a collaborative Customer Success team that is essential to our company\'s mission. This role offers excellent potential for growth into L2 support, implementation, or technical account management.