Technical Support Specialist

1 week ago

Halifax Regional Municipality, Canada Union.dev Full time

Job Title: Technical Support Specialist 


Location: 620 Nine Mile Drive, Bedford NS 


Job Type: Full-time 


Job Summary: Union.dev is looking for a Technical Support Specialist to provide high-quality technical assistance to our clients and ensuring the success and satisfaction post-implementation. This role is crucial in troubleshooting and resolving technical issues, ensuring clients have a seamless experience with our software. The ideal candidate will be responsible for building strong relationships with clients, helping them achieve their goals using our software, and ensuring long-term client retention. 


Key Responsibilities: 

  • Develop and maintain strong relationships with clients, acting as their main point of contact post-implementation. 
  • Provide prompt and efficient technical support to clients via phone, email, and chat. 
  • Troubleshoot and resolve software issues, guiding clients through complex processes when necessary. 
  • Document and track client issues, ensuring all are resolved to the client's satisfaction. 
  • Work closely with the development team to identify software bugs or issues. 
  • Assist in the creation of technical documentation, user guides, and FAQs for clients. 
  • Provide feedback to the product team based on client experiences to help improve the software. 
  • Monitor client engagement and satisfaction, proactively identifying areas for improvement and addressing any issues that arise. 
  • Provide clients with training, resources, and best practices to maximize their use of Union.dev’s software. 
  • Collaborate with the technical support and implementation teams to resolve client issues promptly. 
  • Advocate for clients within Union.dev, ensuring their feedback and needs are communicated to the product and development teams. 
  • Track and report on key metrics related to client success, including usage, satisfaction, and retention rates. 



Qualifications: 

  • Bachelor’s degree in Business, Computer Science, Information Technology, or a related field 
  • 3+ years of experience in customer success, account management, technical support or a similar client-facing role. 
  • Excellent communication and interpersonal skills. 
  • Strong problem-solving abilities and a proactive mindset. 
  • Experience with CRM systems and customer success platforms is a plus. 
  • Ability to manage multiple clients and projects simultaneously. 


Benefits: 

  • Competitive salary and benefits package. 
  • Opportunity for growth and advancement within the company. 
  • Flexible working environment 


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