Technical Support Specialist

2 days 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.
  • Supporting Tier 1 Agents: Provide guidance and troubleshooting support for Tier 1 agents, helping them learn and grow in their roles.
  • Process Documentation: Assist in documenting technical processes and creating knowledge base content to ensure Tier 1 agents can handle a broader range of issues independently.
  • Automation and Integration: Build scripts to automate repetitive tasks, improve support workflows, and integrate additional tools into our Zendesk interface.
  • Data Analysis: Analyze support data to uncover trends, optimize processes, and deliver insights to management.
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.
  • 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.
What We Offer
  • Flexible working hours
  • Employee stock options
  • Health benefits
  • 3 weeks vacation
  • 7 life leave days
  • 2 Level Up days for professional development
  • 1 volunteer day
  • Summer hours (off every other Friday from June - September) and office closed during the holiday break in December
  • 4 week sabbatical after 4 years with us
  • Paid parental leave
  • $5000/year professional development allowance
  • $1000/year wellness/home office allowance
About Rewind Software

We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company.

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