Tier 1 SaaS Technical Support Specialist (Hybrid)

Volanté Systems; Toronto; Hybrid; CAD 58,000 - 65,000; Full time

Job summary

Volante Software Inc. in Toronto, Ontario is seeking a Tier 1 Technical Support Specialist to be the first contact for customers, providing timely troubleshooting and guidance.

This hybrid role requires strong communication and customer-first mindset to resolve issues or escalate when needed. You will work with SaaS products, support ticketing systems, and basic SQL/LINUX knowledge, contributing to SLA targets and customer satisfaction.

Qualifications

• Minimum 2 years of experience in SaaS technical support or a similar customer-facing technical role.
• Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).
• Basic understanding of databases (e.g., SQL queries, relational data concepts).
• Comfortable navigating Linux environments and using command-line tools.
• Strong troubleshooting and problem-solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team-oriented with a strong sense of accountability and ownership.
• Available to work on After hours Rotating Schedule, public holidays.
• Bonus: Exposure to APIs, scripting, or monitoring/logging tools.

Responsibilities

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.
• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high-quality communication in every interaction.

Skills

SaaS Support

Customer-facing

Troubleshooting

Documentation

Tools

Zendesk

Zoho

Freshdesk

SQL

Job description

Volante Software Inc. in Toronto, Ontario is seeking a Tier 1 Technical Support Specialist to be the first contact for customers, providing timely troubleshooting and guidance.

This hybrid role requires strong communication and customer-first mindset to resolve issues or escalate when needed. You will work with SaaS products, support ticketing systems, and basic SQL/LINUX knowledge, contributing to SLA targets and customer satisfaction.