Technical Support Representative (Late Shift)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Representative (Late Shift) based in Canada.** As a Technical Support Representative, you will provide friendly, expert assistance to customers using SaaS products, helping them resolve technical questions and get the most value from their software. You will troubleshoot issues across phone, email, and chat, investigate root causes, and guide users through clear, practical solutions. The role combines customer service, technical problem-solving, case management, and detailed documentation. You will collaborate with internal teams when issues require escalation and contribute feedback that can improve products, processes, and the overall customer experience. This is a remote-first opportunity within a collaborative, learning-focused environment that values inclusion, flexibility, and meaningful work. The position specifically supports later service hours and offers the opportunity to make a direct impact through high-quality customer support. ### Accountabilities: - Provide friendly, professional technical support to customers through phone, chat, and email, addressing product usage questions, how-to requests, and technical concerns with patience and clarity. - Investigate reported issues by gathering relevant information, identifying potential root causes, troubleshooting systematically, and providing effective next steps or resolutions. - Manage assigned support cases from initial contact through resolution, including prioritization, follow-up, communication, and timely closure. - Maintain accurate and comprehensive case documentation, recording customer concerns, troubleshooting steps, relevant details, and outcomes for future reference. - Escalate defects, outages, and complex technical issues through established processes, ensuring internal teams receive sufficient context to investigate and resolve them efficiently. - Use internal knowledge resources and contribute useful information, feedback, and documentation to improve support consistency and reduce recurring issues. - Participate in ongoing product, process, and tool training while following customer verification, privacy, data security, and support principles, and remain available for scheduled late-shift coverage. ### Requirements: - 2+ years of customer-facing experience in customer service, technical support, or a related role, with a demonstrated ability to provide professional and empathetic assistance. - Strong troubleshooting and investigative skills, with the ability to gather information, analyze problems, determine appropriate next steps, and know when to escalate. - Excellent written and verbal communication skills, including the ability to explain technical concepts to users with different levels of technical proficiency and document interactions clearly. - Strong adaptability and willingness to learn new systems, products, tools, and workflows as processes and technology evolve. - Excellent organization and prioritization skills, with the ability to manage multiple cases and competing tasks effectively in a fast-paced support environment. - Reliable and collaborative team member who consistently follows through, supports team workload, exercises sound judgment, and seeks assistance when appropriate. - Bachelor’s degree preferred; experience training, teaching, coaching, or presenting information is a plus, as is familiarity with relational databases and basic reporting concepts such as querying and filtering data. ### Benefits: - Full-time, remote position open to candidates residing in Canada who are legally authorized to work there. - Monday through Friday schedule from **10:30 AM to 7:00 PM EST**, providing dedicated late-shift support coverage. - Total compensation range of **CAD 55,000–60,000**, depending on experience and skills. - Competitive base salary combined with quarterly incentive bonuses and a monthly profit-sharing bonus. - Paid time off and volunteer days. - Group insurance through Sun Life. - Simplified Pension Fund. - Annual wellness equipment reimbursement. - Professional development and education assistance. - Matching gifts program supporting charitable giving. - Employee assistance and wellness programs. - Remote-first and flexible work environment focused on collaboration, learning, inclusion, and work-life balance. - Opportunities to contribute to meaningful work supporting organizations and causes that create positive social impact.