eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
About the role
- Product Support Specialist supporting Prenuvo’s proactive whole-body healthcare scanning platform. Triaging tickets, troubleshooting product issues, and coordinating resolutions with engineering and clinical teams.
Responsibilities
- Serve as the first point of contact for clinical and operational teams through the ticketing system
- Triage incoming tickets by severity and impact and resolve issues within SLA targets
- Reproduce reported problems, gather engineering details, and write documented defect reports
- Escalate issues requiring deeper engineering investigation and drive resolutions
- Support incident response by gathering information, updating status pages, and communicating impact
- Troubleshoot issues using runbooks, address FAQs, and use Confluence canned responses
- Investigate issues using internal admin tools, dashboards, and application logs
- Identify recurring ticket trends and surface patterns to engineering and product teams
- Support improvements to first response time, resolution time, and ticket volume metrics
- Operate within the Quality System and maintain records supporting regulated Medical Devices
- Exercise judgment on privacy-sensitive cases, including entangled patient profiles, merge requests, and data integrity issues
Requirements
- 1-2 years of experience in product support, technical support, or a help desk role supporting a software product
- Experience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk and managing requests against SLA targets
- Strong troubleshooting skills, including asking effective questions, reproducing issues methodically, and knowing when to escalate
- Basic ability to navigate web applications, read error messages, and use browser developer tools
- Experience writing support documentation such as knowledge base articles, FAQs, and step-by-step guides
- Strong prioritization skills and ability to manage competing urgent requests
- Outstanding communication skills and ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
- Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability
- Must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa, current or future
- Successful candidates must undergo a background check
- Nice to have: experience supporting healthcare products or working in privacy-sensitive environments
- Nice to have: exposure to observability or monitoring tools such as Datadog or Sentry
- Nice to have: basic experience with browser DevTools, SQL, and Postman
Benefits
- Free whole-body scans for each team member
- Growth opportunities and professional development
- Weekly team gatherings to connect, share, and socialize
- Flexible vacation policy
- Comprehensive health, dental, vision, and mental health coverage
- RRSP and TFSA retirement savings plans for eligible Canadian employees, with immediate optional enrollment; no company matching contributions
- Opportunity to make a positive impact on people's lives and health
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