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Customer Support Specialist

2 months ago

Toronto, Ontario, Canada Equest Full time
About Us

Equest, a leading provider of innovative software solutions, seeks a skilled Customer Support Specialist to join our Product Support team. Our mission is to deliver exceptional service to customers while driving business growth through strategic support initiatives.

Job Summary:

The Customer Support Specialist will provide frontline health product support to customers via multiple channels (phone, email, chat, ServiceNow). This role requires strong technical competence, excellent communication skills, and the ability to work in a fast-paced environment.

Your Key Responsibilities

  • Perform initial triage of client cases and ensure sufficient information is gathered and documented to diagnose, triage, and research the case.
  • Troubleshoot, diagnose, resolve, and/or escalate customer issues within defined service levels and to customer satisfaction.
  • Monitor, manage, and follow-up on all customer incidents and requests through to resolution.
  • Escalate outstanding, open cases ensuring to meet Service Level Agreements.
  • Manage customer case backlog and monitor for trends to drive problem resolution.


Your Requirements

We are seeking an individual with 1-2 years of experience in a customer service role in a call center environment. Knowledge of the SDLC & ITIL frameworks is an asset. You must be able to pass a Criminal Record Check and work outside of standard business hours, including statutory holidays.

What We Offer

Equest offers a competitive market-based salary ($65,000 - $80,000) along with comprehensive employer-paid benefits, generous paid time off, a Group Retirement Savings Plan, hybrid and remote work environments, and an annual paid bonus based on overall company performance.