Trackforce Valiant + TrackTik

Client Support Specialist, L1

Trackforce Valiant + TrackTik

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Provide first-level support via chat, email, and phone, addressing customer questions and issues in a timely, professional manner.
  • Diagnose and resolve product usage, configuration, and workflow issues within the Trackforce platform using internal tools, documentation, and established workflows.
  • Accurately log, prioritize, and track support tickets in our support platform, ensuring clear documentation and appropriate follow-up.
  • Identify issues that require deeper investigation and escalate them to the appropriate internal teams with complete and actionable context.
  • Leverage internal knowledge bases to support customers and contribute feedback to improve documentation and self-service resources.
  • Partner with Product, Engineering, and Client Success teams to share customer insights and help improve product and support processes.

Requirements

  • Experience: Minimum of 1 year of experience in customer support for a B2B software, SaaS platform, or technology service environment.
  • Technical Skills: Experience using customer support platforms such as Zendesk, Salesforce, or similar ticketing systems, with a focus on supporting software applications rather than internal IT infrastructure.
  • Communication: Clear, professional written and verbal communication skills in both English and French.
  • Critical Thinking: Strong problem-solving skills and the ability to ask the right questions to identify root causes.
  • Organizational Skills: Ability to manage multiple tickets, prioritize effectively, and stay organized in a fast-paced environment.
  • Scope of Support: Experience supporting software applications or SaaS products for external clients is preferred; this role does not involve internal IT administration, networking, or hardware support.
Benefits
  • Hybrid and flexible work model
  • Three weeks of vacation starting in your first year
  • Paid sick days & family obligation days
  • Comprehensive health & dental coverage from Day 1
  • 24/7 telemedicine access
  • Mental health & wellness support
  • Life insurance, AD&D, long term disability & critical illness coverage
  • RRSP & DPSP with employer matching
  • Employee referral bonus
  • Paid volunteer day & recognition programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportticketing systemsproblem-solvingworkflow issuesproduct usageconfiguration issuesSaaSB2B softwaresupport processesdocumentation
Soft Skills
communicationorganizational skillscritical thinkingprofessionalismtime managementprioritizationcustomer insightscollaborationattention to detailadaptability