Job Description

We're looking for a dedicated and technically-minded Product Support Specialist to join a growing software team that delivers industry-leading solutions across sectors like hospitality, retail, and professional services. In this role, you'll be the trusted first point of contact for clients-helping them resolve system issues, guiding them through product features, and ensuring they get the most value from our software.

This is a great opportunity for someone who enjoys blending technical troubleshooting with relationship-building, and who takes pride in delivering meaningful support that helps clients succeed every day.

If you feel that this role is interesting, and your profile is a good fit, I'd love to hear from you! The best and fastest way to get a response is to submit your updated resume to

Advantages

• Be a key player in ensuring long-term client satisfaction and retention
• Collaborate closely with both clients and internal teams (QA, product, development)
• Gain exposure to ERP, POS, and SaaS platforms used by businesses across North America
• Grow your career in a stable, client-first company that values empathy, accountability, and knowledge-sharing
• Remote flexibility with opportunities for internal progression into training, QA, or product roles

Responsibilities

• Serve as a trusted advisor to clients by troubleshooting software and system issues quickly and professionally
• Build strong working relationships with end users, understanding their business needs and guiding them through effective solutions
• Provide "how-to" assistance on configurations, product usage, and troubleshooting across modules like billing, scheduling, inventory, or accounting
• Log support tickets clearly and thoroughly; escalate complex issues to Tier 2/3 teams when needed
• Replicate customer issues in test environments to identify potential software bugs
• Share client feedback and recurring issues with internal teams to improve the product
• Contribute to support documentation, FAQs, and best practice guides to empower users
• Participate in an on-call rotation to ensure extended support coverage (as needed)

Qualifications

• 2+ years of experience in technical or application support, ideally in a software/SaaS environment
• Strong interpersonal and communication skills-you're comfortable guiding users at all levels
• A problem-solving mindset with a keen attention to detail
• Familiarity with support tools and ticketing systems (e.g., Zendesk, Jira, Freshdesk)

Working knowledge of:

• Windows environments and services (e.g., IIS, server permissions)
• Basic networking concepts (IP addresses, firewalls, ports)
• Relational databases and data validation (SQL experience is a plus)
• Web technologies like HTML, CMS, or system integrations

Bonus Points For:

• Experience with ERP or POS systems, particularly in industries like hospitality, clubs, or retail
• A background in customer onboarding, training, or documentation
• A degree or diploma in Computer Science, IT, or related field
• A passion for continuous learning and making clients feel supported, informed, and empowered