Technical Support Specialist providing support for financial workflows and accounting processes using ServiceTitan software. Assisting customers via multiple communication channels with a focus on empathy and problem - solving.
About the role
- Technical Support Representative at Readymode troubleshooting VoIP issues, onboarding users, and improving support efficiency. Working with engineering teams to solve technical challenges effectively.
Responsibilities
- Own support tickets end-to-end via phone, email, and chat, from first contact to resolution
- Diagnose and resolve VoIP, connectivity, and software configuration issues
- Onboard and train new customers on the Readymode platform
- Partner with product and engineering teams on escalations and recurring issues
- Maintain and improve knowledge base articles, FAQs, and troubleshooting guides
- Document issues and errors using internal tools to spot trends and drive improvements
- Prioritize requests based on urgency and impact, adhering to SLA commitments
Requirements
- A certificate or diploma in a technology field, or at least one year of technical support experience
- Comfort troubleshooting across multiple versions of Microsoft Windows
- Strong communication skills: you explain things clearly and listen even better
- A customer-first mindset and the patience to match
- You move fast and follow through: open tickets don't sit, they get solved
- Genuine curiosity about software and technology
- Ability to thrive in a fast-paced environment where things change quickly
Benefits
- Full benefits package starting Day 1
- Group RRSP matching
- Employee Stock Option Plan
- Education and training grant (year two)
- Company computer provided
- Remote and flexible work
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