Technical Support Specialist supporting Greenhouse customers through email, chat, and video. Troubleshooting hiring - platform issues and guiding product improvements.
About the role
- Business Systems Support Specialist supporting technology users across Ideal Siding’s North American siding franchise network. Delivering software training, onboarding, account administration, and first-line support.
Responsibilities
- Lead technology onboarding and ongoing software training for franchisees and corporate employees, including full-day sessions when required
- Independently create and maintain LMS content, including video tutorials, screen recordings, guides, SOPs, and presentations
- Use practical demonstrations and adapt training to different levels of technical experience
- Gather feedback and update training materials as applications and company processes change
- Serve as the first point of contact for franchisees and employees with technology questions or support requests
- Clarify issues and determine whether they require user guidance, settings adjustments, vendor support, or another IT team member
- Resolve routine software, login, access, and workflow issues
- Document requests and troubleshooting steps, coordinate follow-up, and keep users informed through resolution
- Learn how the business operates and how applications support company processes
- Support user account setup, permissions, and technology onboarding and offboarding across CRM and cloud applications
- Work with internal teams and vendors, explaining business context and directing requests to the right contact
- Keep system records current, identify recurring issues, and help improve workflows, training, and adoption of new tools
Requirements
- 2+ years of relevant experience in application support, SaaS support, technical onboarding, software administration, or customer success involving hands-on software support
- Experience delivering live software demonstrations or training, with confidence facilitating group sessions
- Experience creating clear user guides and training resources, including screen recordings or basic video tutorials
- Experience managing user accounts, permissions, and routine settings in a CRM or other cloud-based business applications
- Practical troubleshooting skills and the ability to investigate unfamiliar issues and recognize when to escalate
- Strong written and spoken English, with a patient, approachable communication style
- Ability to prioritize requests, maintain accurate records, and follow through independently while collaborating with others
- Experience with ServiceMinder or a similar CRM, Google Workspace administration, and Slack
- Familiarity with learning management systems, knowledge bases, and support ticketing tools
- Experience supporting franchise networks or distributed teams, coordinating with SaaS vendors, or applying secure account practices such as MFA
- Located in the Metro Vancouver area or able and willing to commute
- Authorization to work in Canada, including any conditions or expiry dates affecting full-time ongoing work
Benefits
- 36-hour work week for a healthier work/life balance
- Company parties
- Dental insurance
- Flexible schedule
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Extended health benefits, including dental and vision care
- Hybrid work with a minimum of 2 days per week at our Burnaby office
- Opportunities to develop your technical and training skills as the company grows
- Meaningful input into how we support users, deliver onboarding, and improve business systems
- Flexible work from home options available
- Premium Industry Wages
- Flexible Schedule
- Training and Support
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