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Technical Support Specialist

2 months ago

Toronto, Ontario, Canada Rewind Software Full time
About the Role

We are seeking a highly skilled and customer-focused Technical Customer Support Specialist to join our team at Rewind Software. As a key member of our support team, you will play a critical role in resolving escalated support cases, building automation tools, and integrating systems into our Zendesk interface.

Key Responsibilities
  • Solving Complex Technical Issues: Investigate and resolve escalated tickets that require advanced troubleshooting techniques, including running SQL queries, executing scripts, and more.
  • Customer Engagement: Engage directly with customers via email, live chat, or phone to guide them through technical resolutions, breaking down complex concepts into clear, digestible steps.
  • Process Documentation: Act as a mentor and resource for Tier 1 agents, providing guidance and troubleshooting support while documenting technical processes and creating knowledge base content.
  • Collaboration and Analysis: Collaborate with internal teams and customers to ensure smooth resolutions, analyzing support data to uncover trends and optimize processes.
Requirements
  • 2-4 years of experience in an elevated customer support or technical support role, preferably in the B2B SaaS or tech startup space.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to both customers and team members.
  • Customer-centric approach, with a passion for delivering exceptional service and maintaining long-term relationships.
  • Ability to work evenings, weekends, and public holidays when required, with flexibility to meet business needs.
Preferred Qualifications
  • Experience running SQL queries, working with APIs, and developing automation scripts.
  • Familiarity with customer support systems like Zendesk or Salesforce, with experience integrating tools or optimizing workflows.
  • Strong problem-solving and troubleshooting skills, with the ability to simplify complex technical issues.
About Rewind Software

We are committed to building an inclusive, supportive environment where you can do your best work. We value diversity and encourage candidates from all backgrounds and identities to apply.