Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat.
Troubleshoot software-related problems and offer timely resolutions, ensuring professional user experience.
Act as a Tier 1 and Tier 2 support level for complex technical issues.
Collaborate with Development, QA, and other departments.
Document and track client issues through ticketing systems to ensure timely resolution.
Update status and next steps to customers regarding open cases.
Support clients with service inquiries, membership upgrades, event bookings, and other client needs.
Proactively monitor and track client feedback and service-related issues to identify areas of improvement.
Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs).
Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum of 3 years in a similar role (Tier 2 technical support, application support, or customer service).
Customer Service Experience: Minimum of 2 years in a customer service or helpdesk environment.
Strong working knowledge of Microsoft Office and website applications.
Exceptional verbal and written communication in English.
Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
Expertise in Windows Environment and Hardware Configurations.
Expertise in handling Thermal Printers, Network Printers, Magnetic Card Readers, Additional Peripherals.
Familiarity with Basic Accounting principles would be an Asset.
Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
HubSpot Experience is an asset.

Customer Support Analyst, Networking

Key skills