Tier 1 SaaS Support Specialist (Hybrid)

Perseus Group

Toronto

Hybrid

CAD 58,000 - 65,000

Full time

14 days+

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Job summary

Volanté, a leader in hospitality technology, is seeking a Tier 1 Technical Support Specialist in Toronto with hybrid work. You will be the first contact for customers, troubleshoot issues, document details, and escalate complex cases as needed to Tier 2, while maintaining SLA commitments and delivering a high-quality customer experience.

You should have 2+ years in SaaS support, strong troubleshooting skills, and comfortable using Linux and SQL.

Qualifications

Minimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.
Familiarity with support ticketing systems (Zendesk, Zoho, Freshdesk).
Basic understanding of databases (SQL queries).
Comfortable navigating Linux environments and using command-line tools.
Strong troubleshooting and customer-focused communication.
Willing to work after hours rotating schedule and holidays.

Responsibilities

Serve as the initial responder to customer inquiries via phone, email, or chat.
Troubleshoot product or system issues and guide users through solutions.
Gather and document detailed information to ensure accurate ticket categorization.
Provide step-by-step guidance and basic product education for issue resolution.
Escalate complex cases to Tier 2 and maintain SLA commitments.
Monitor open cases and follow up with customers to ensure timely resolution.
Contribute to training and stay updated on product changes and tools.
Adhere to support policies and maintain high-quality communication.
Exposure to APIs, scripting, or monitoring/logging tools (bonus).