End User Support Specialist

**Innovation Starts With You.** **End-User Support Specialist** Full time / Permanent Position Remote **Job Role:** The End-User Support Specialist is responsible for providing Tier 1 technical and operational support for VR end-users, with a primary focus on configuring, dispatching, shipping, and managing replacement Quest devices. This role ensures a seamless end-user experience through timely issue resolution, device lifecycle management, and close collaboration with internal support teams. **Responsibilities:** - Configure, provision, and prepare Quest VR devices for end-user deployment - Manage dispatching and shipping of replacement and new VR devices, including tracking and documentation - Provide Tier 1 phone, email, and ticket-based support for VR end-users - Troubleshoot basic hardware, software, connectivity, and user-access issues - Guide end-users through device setup, usage, and best practices - Coordinate device returns, replacements, and inventory updates - Escalate complex technical issues to Tier 2 / engineering teams as needed - Maintain accurate support records, asset logs, and shipping details - Support internal teams with VR device logistics and user onboarding - Contribute to user guides, FAQs, and standard operating procedures **Qualifications:** - 1–3 years of experience in end-user support, help desk, or technical support roles - Experience supporting hardware devices and end-users in a production environment - Strong troubleshooting and customer service skills - Comfortable providing phone-based technical support - Familiarity with ticketing systems and asset management tools - Ability to manage multiple requests with strong attention to detail - Excellent communication and documentation skills **Nice to have Qualifications:** - Experience supporting VR devices (Quest or similar) - Knowledge of device provisioning, MDM, or deployment workflows - Experience with shipping logistics and inventory coordination - Familiarity with SaaS platforms and user access management **Key Skills & Competencies** - Customer-focused mindset. - Strong organizational and time-management skills. - Clear verbal and written communication. - Ability to work independently and within a team environment. **Benefits:** - A comprehensive benefits package (Health, Dental, Life Insurance and RRSP). - Remote work from home (available options). - The opportunity for career growth and development. - A collaborative and inclusive work environment. **S****alary Range:** - Salary: 40,000 – 45,000 CAD Annually. ***CGS evaluates compensation individually for each selected applicant. Final salary placement within our established parameters is based on multiple criteria, including regional market rates, internal equity considerations, cost-of-living geography, and candidate-specific attributes like professional experience, education, and technical skill sets.*** **About Us** For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries. Learn more about CGS Inc® and CGS Immersive® in our websites: [](https://cgsimmersive.com/)