Product Support Representative

2 weeks ago

Ottawa, Ontario, Canada CIRA Full time

Join the team that is building a trusted internet for Canadians CIRA is best known for managing the system that keeps more than 3 million.

CA domains running as smooth as maple syrup, but we do so much more to help Canadians thrive on the internet.

Whether it's our cybersecurity products that protect Canadians online, our advocacy work that fights for better internet access, or our Community Investment Program that supports hundreds of community-based internet projects across Canada — we work every day to keep the internet strong and free Join us

Who you are:

As Product Support Representative, you are a problem solver and communicator at heart with a passion for quality. You've worked in depth with internal and external customers on technology solutions to help them meet their business goals. You are passionate about providing unparalleled service. You are naturally curious and strive to find unique solutions to everyday challenges. You have meticulous attention to detail and exceptional oral and written communication skills.

What you will do:

  • Manage cases and escalations to support global customers related to CIRA products and services.
  • Work with various groups such as Compliance, Sales, and Product to resolve issues or communicate changes in trends for support issues.
  • Assist in creating and maintaining internal and customerfacing support templates and documentation.
  • Participate in various team projects.
  • Meet and exceed Support metrics.
  • Participate in a rotating oncall schedule.

What you will bring:

  • 13 years of direct customer support experience; domain/cybersecurity experience would be considered an asset.
  • A keen interest and knack for learning new technology.
  • A curious mind. Wanting to know why something works a certain way rather than just the answer.
  • Excellent customer service skills, a cando attitude, and problemsolving skills.
  • Availability to work 8hour shifts between 8 am and 8 pm (Monday
  • Friday).
  • Proficiency in both English and French language skills is required.

Who we are:

We are a not-for-profit, purpose-driven organization with a dynamic team that helps shape the internet in Canada.

Our team is full of high performers and creative thinkers who come to work every day and ask, "What more can we do?" because they believe in the CIRA mission to build a trusted internet for Canadians.

It is our team and our mission that has led CIRA to be named one of the National Capital Region's Top Employer for eight years.

At CIRA, we value the importance of connection and flexibility for our team.

That's why we have a hybrid model in place, with a mix of remote and IRL (in real life) days in our beautiful office at Lansdowne Park, in Ottawa.

CIRA IRL days are any days that a CIRA teammate will be in person for a CIRA-related activity. In addition to having opportunities to connect, collaborate and work alongside your team and other business units, we frequently host team building, wellness and social events

COVID-19 Information:


In accordance with our mandatory vaccination policy, we will only interview people who have been fully vaccinated, or who have a valid medical exemption.

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