Technical Customer Support

2 weeks ago

Vancouver, Canada Vidigami Full time

**Role**

We’re looking for a **Technical Customer Support Specialist** who’s excited about solving problems, loves technology, and enjoys helping people. You will report to the Director of Customer Support.

At Vidigami, every customer interaction matters — you’ll be the person who makes sure our users feel supported, heard, and empowered to get the most out of our product.

**Key Responsibilities**
- Replicate, diagnose, report and troubleshoot software, hardware, and network issues.
- Guide customers through step-by-step solutions or escalate complex cases to higher-level support teams.
- Document technical issues, solutions, and product feedback in the support system.
- Collaborate with development, QA, and product teams to resolve reported issues.
- Ability to educate customers on product features, updates, and best practices.
- Contribute to building and maintaining a knowledge base and support documentation.

**Qualifications:Required Skills and Experience**:

- Experience in technical support, IT helpdesk, or customer service roles.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms.
- Ability to multitask, prioritize, and manage time effectively.
- Customer-focused mindset with a high level of empathy and patience.

**Preferred Skills**:

- Experience with CRM or ticketing systems (e.g., Jira, Hubspot, Vitally, etc.)
- Familiarity with cloud services, APIs, or web technologies.
- Knowledge of scripting languages or basic programming skills.
- Previous experience working in SaaS or technology companies.
- Experience in a K-12 educational environment.

**Educational Background**:

- Post-secondary diploma or degree in Computer Science, Information Technology, or related field (or equivalent practical experience).

**What we’re looking for**:

- Someone with strong problem-solving skills and a curious mindset.
- Great communicator who can explain technical topics in plain, human language.
- A patient, empathetic person who loves helping others succeed.
- Comfortable learning new tools, systems, and processes quickly.
- Previous experience in customer support or a technical role is awesome, but not required — what matters most is your willingness to learn.

Pay: $21.50-$28.50 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Work from home

**Location**:

- Vancouver, BC V6Z 3A1 (required)

Work Location: Hybrid remote in Vancouver, BC V6Z 3A1

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