Offer summary

Qualifications:

Demonstrated understanding of fundamental IT systems and troubleshooting methodologies., Excellent communication skills with professional English fluency for clear client interactions., Strong customer service orientation with a naturally friendly and patient demeanor., Basic knowledge of ticketing systems and support documentation practices..

Key responsibilities:

Respond promptly and professionally to incoming support requests through multiple channels.

Provide exceptional customer service while troubleshooting and resolving common technical issues.

Maintain detailed and accurate documentation of all client interactions in the company’s ticketing system.

Identify when issues require escalation and efficiently transfer them to Level 2 support.

Job description

This is a remote position.

Job Highlights:

Contract type: Independent Contractor
Schedule: Monday to Friday, from 8:30 AM to 3:00 PM (Concord, Canada time zone)
Client Timezone: EST Canada

Client Overview

Join a forward-thinking IT services company that prides itself on building lasting relationships with clients through exceptional technical support. This established organization has a strong reputation for reliability and personalized service, with leadership that remains actively involved in client relationships. As part of their growth strategy, they’re expanding their support team to maintain their high standards of service excellence while meeting increasing demand.

Job Description

Become an integral part of a dynamic IT support team where your contributions will directly impact client satisfaction and business operations! As a Level 1 Support Specialist, you’ll serve as the crucial first point of contact for clients experiencing technical issues, providing friendly, efficient solutions that keep their businesses running smoothly. This role offers excellent stability with a company that values long-term relationships with both clients and team members. You’ll work in a structured environment with clear escalation paths and the opportunity to develop your technical skills while building meaningful connections with regular clients who will come to know and trust you as their reliable support resource.

Responsibilities

Respond promptly and professionally to incoming support requests through multiple channels including phone and messaging systems
Provide exceptional customer service while troubleshooting and resolving common technical issues
Perform essential account management tasks including password resets and basic system access management
Maintain detailed and accurate documentation of all client interactions in the company’s ticketing system
Build positive relationships with clients through consistent, friendly, and helpful communication
Identify when issues require escalation and efficiently transfer them to Level 2 support
Contribute to the team’s knowledge base by documenting solutions to recurring problems
Maintain consistent availability during scheduled hours to ensure reliable client support

Requirements

Demonstrated understanding of fundamental IT systems and troubleshooting methodologies
Excellent communication skills with professional English fluency for clear client interactions
Proven ability to explain technical concepts in simple, easy-to-understand terms
Reliable high-speed internet connection with backup options to ensure uninterrupted service
Quiet, professional home office environment free from background noise and distractions
Strong customer service orientation with a naturally friendly and patient demeanor
Basic knowledge of ticketing systems and support documentation practices
Ability to work independently while following established protocols and procedures
Commitment to building long-term professional relationships with clients