Customer Support Representative

Do you enjoy solving problems and learning new technology?

Are you the person your friends and family turn to when something isn't working?

Do you enjoy figuring things out, asking questions, and learning something new every day?

At DiCAN, we're committed to learning, continuous growth, and building a team that enjoys working together. We believe great technical support starts with curiosity, problem-solving, and a passion for helping others. You don't need years of industry experience to succeed in this role, we'll teach you our products and provide the training and mentorship needed to be successful. What we're looking for is someone who is eager to learn, enjoys solving challenges, and wants to build a career in technical support.

If that sounds like you, we'd love to meet you. We welcome applicants from a variety of backgrounds who are curious, enjoy learning new technology, and are excited to develop their skills in technical support.

Position Summary

The Customer Support Representative provides consistent support to our customers and internal team members throughout the customer lifecycle.

This role includes customer support, technical troubleshooting and hardware preparation and continuous learning in a fast-paced technology environment. Every day brings a different challenge. One day you may be helping a customer solve a technical issue over the phone, the next you may be preparing hardware for installation, assisting an installer in the field, or learning about new product features. We don't expect you to know every answer on day one. We expect you to be curious, ask great questions, think critically, and enjoy solving problems. Our experienced team will provide the training and mentorship needed to help you succeed.

List of Main Responsibilities

Technical Support – 85%

• Answer incoming customer support phone calls and provide technical assistance alongside the Support Team.
• Respond to customer support emails in a professional and timely manner.
• Troubleshoot hardware and software issues using logical problem-solving techniques.
• Research issues, ask insightful questions, and narrow down the root cause before determining the next steps.
• Coordinate with supplier support teams when additional assistance is required and escalate issues when appropriate.
• Keep customers informed throughout the troubleshooting process, especially during extended resolutions.
• Maintain accurate support tickets and documentation to ensure continuity and effective knowledge sharing.
• Initiate hardware troubleshooting and RMA (Return Merchandise Authorization) processes when required.
• Prepare hardware for customer installations, including firmware updates, configuration, and database setup.
• Assist installers during installations by answering questions, verifying successful installations, creating custom scripts, and troubleshooting unexpected issues.
• During slower call periods, proactively contact customers to gather feedback and ensure they are getting the most value from our products.
• Document troubleshooting steps, discoveries, and solutions to improve knowledge sharing across the team.

Product Knowledge – 10%

• Continuously learn the products and technologies supported by DiCAN.
• Stay informed about new product features, software updates, and installation methods.
• Learn supplier troubleshooting procedures and warranty/RMA policies.
• Maintain certifications and remain current with CRM and ticket management systems.
• Read user guides, technical documentation, and release notes to improve product knowledge.
• Demonstrate initiative in learning new technologies and identifying opportunities to improve processes and customer experience.
• Share new knowledge and ideas with the team.

Administration – 5%

• Update internal documentation and SharePoint resources.
• Ensure customer records and service documentation remain accurate and up to date.
• Support process improvements and contribute to documentation development.

What We're Looking For

We're looking for someone who enjoys solving problems, asking questions, and learning how things work; more than simply following a script.

The ideal candidate naturally wants to understand why something happened not just what happened.

Required Qualifications

• Strong analytical and problem-solving skills.
• Curious mindset with a passion for learning new technology.
• Ability to break down complex problems into logical steps.
• Comfortable researching information and learning independently.
• Excellent listening skills with the ability to ask thoughtful questions.
• Strong written and verbal communication skills.
• Friendly, patient, and professional when working with customers.
• Comfortable communicating over the phone and by email.
• Positive attitude with a willingness to learn from others.
• Strong organizational skills and attention to detail.
• Ability to work independently after training while collaborating effectively within a team.
• Dependable with a strong sense of ownership and accountability.
• Comfortable learning and using new software and technology tools.
• Previous customer service, technical support, help desk, or troubleshooting experience is considered an asset but is not required.
• Post-secondary education in technology, business, customer service, or a related field is considered an asset.
• Equivalent combinations of education, experience, and demonstrated aptitude will be considered.

What Success Looks Like

Successful team members are people who:

• Enjoy solving problems that don't have obvious answers.
• Ask great questions before jumping to conclusions.
• Continue learning every week.
• Take ownership of customer issues from start to finish.
• Work well with teammates and share knowledge.
• Stay calm under pressure.
• Think critically instead of relying on scripts.
• Care about delivering an exceptional customer experience.
• Embrace change and continuously seek opportunities to learn and improve.

Why Join DiCAN?

At DiCAN, we hire for attitude, curiosity, and potential. You'll work alongside an experienced team that believes in collaboration, mentorship, and continuous learning. If you're excited by technology and enjoy solving problems, we'll provide the training and support to help you build a successful career in technical support.

Accommodations

DiCAN is committed to providing accessible employment practices that follow the Accessibility for Ontarians with Disabilities Act (AODA). Upon request, we will, in consultation with the applicant, determine the nature of any accommodation that may be required.