Technical Support Specialist - T1

AppHelp by AppDirect; Toronto; On-site; CAD 42,000 - 64,000; Full time

Job summary

AppDirect, including its PartnerStack subsidiary, is seeking a customer support specialist to join the team in Toronto. You will handle inbound inquiries, troubleshoot subscription provisioning, billing, and integrations, and document issues clearly for escalation.

A strong emphasis on ownership and proactive knowledge sharing helps reduce repeat inquiries. You’ll work in a fast-moving SaaS environment, communicating clearly in English and leveraging standard ticketing tools.

Qualifications

• 1-2 years of experience in a technical support, customer support, or help desk role, ideally within a SaaS or subscription-based environment.

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

Zendesk/Salesforce

Troubleshooting

REST APIs knowledge

HTML/JSON familiarity

French (asset)

Tools

Zendesk

Salesforce Service Cloud

Job description

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About PartnerStack, An AppDirect Subsidiary

This role is on AppDirect’s partner network team (PartnerStack) — the platform that powers how B2B software companies find, activate, and grow their partner ecosystems. The team builds the two-sided marketplace that connects vendors with the right partners and helps partners discover programs worth their time, handling everything from matching and onboarding to activation at scale. It’s a high-impact product space at the center of how modern B2B companies go to market through partners rather than direct sales alone.

About You

You are a curious, customer-obsessed problem-solver who thrives on the front lines of a fast-moving SaaS environment. You take ownership of every interaction — not just resolving the issue, but leaving the customer better informed and more confident in the platform. You communicate clearly, document thoroughly, and stay calm under pressure. Whether it's a billing question or a tricky provisioning issue, you dig in, find the answer, and follow through.

What You'll Do And How You'll Have An Impact

• 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.

What we're looking for

• 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.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

About

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https://www.appdirect.com/about/privacy-notice
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