Software Support Technician

Job Title: Associate Software Support Technician

Location: Remote (Canada)- Halifax preferred

Type: Contract (with potential for permanent hire)

Overview:

We’re looking for a tech-savvy support professional to join a collaborative team providing first-line support for hardware and software products. You’ll help troubleshoot issues, guide users, and ensure a smooth experience for customers and internal teams.

What You’ll Do:

Respond to support tickets, emails, and phone calls.

Troubleshoot technical issues and escalate when needed.

Perform device maintenance and investigate failures.

Accurately document support cases.

Build strong customer relationships with a professional approach.

Manage multiple cases and prioritize effectively.

Participate in occasional on-call rotations (approx. 2 weekends/year).

Follow company policies and work schedules.

Team Environment:

Supportive and collaborative team culture.

Extensive onboarding and product training provided.

Start with email support, then transition to phone support.

Ongoing help available via internal chat and live Zoom support.

Focus on learning, teamwork, and problem-solving.

What You’ll Bring:

2+ years in technical customer support.

Experience with hardware/software troubleshooting.

Strong documentation and case management skills.

Proficiency in Microsoft Office.

Excellent communication and attention to detail.

Nice to Have:

Bilingual in English and French.

Additional Info:

All equipment provided.

No travel required.

Full product certification required before live support begins.