Customer Support Specialist

1 week ago

Toronto ON MS E, Canada National Matching Services Inc. Full time $50,000 - $650,000 per year

Company Overview

Since 1985, NMS has led the way in fair, efficient, and transparent recruitment by delivering trusted recruitment technology to U.S. and Canadian health systems and schools, ensuring applicants land their most preferred training positions.

Role Summary

We're seeking a compassionate, technically savvy Customer Support Specialist to deliver Tier 1 support via email and phone. While you will be involved in supporting all our clients, both applicants and training programs, your primary focus will be to serve as an Applicant Champion, proactively surface customer insights, and build self-service documentation that empowers applicants and deflects support tickets.

Key Responsibilities

  • Provide support grounded in our knowledge base, ensuring clarity and empathy
  • Follow through with customers to resolution, reinforcing trust and satisfaction
  • Advocate for applicants by uncovering recurring issues and influencing product enhancements
  • Develop, maintain, and improve support documentation to drive customer autonomy
  • Leverage data and feedback to identify documentation gaps and create new resources
  • Manage customer information in internal software systems

Preferred Qualifications

  • Previous SaaS technical support experience, especially in graduate-level healthcare or education enrollment
  • Quick technical aptitude; comfortable mastering new systems
  • Working knowledge of technical tools such as Excel and Word
  • Familiarity with typical support issues for web-based applications
  • Proven troubleshooting skills and escalation management
  • Strong critical thinking and composure under pressure
  • Empathetic, clear communication—written and spoken
  • Thrives in a fast-paced, remote-enabled work environment

Deep commitment to delivering exceptional customer experiences

Job Type: Full-time

Pay: $50,000.00-$650,000.00 per year

Benefits:

  • Casual dress
  • Dental care
  • Disability insurance
  • Extended health care
  • Paid time off
  • Work from home

Application question(s):

  • Do you have at least one year of experience providing customer or technical support for a SaaS or web-based product?
  • Are you able to work in a hybrid capacity from Toronto with some in-office presence?
  • Have you previously worked in a higher education or enrollment-related environment (for example, admissions, registrar, or academic program administration)?
  • Can you describe a time you helped a customer resolve a complex issue while maintaining empathy and professionalism?

Work Location: Hybrid remote in Toronto, ON M4S 3E8

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