Client Support Specialist - L1

6 days, 17 hours ago
Full-time
Entry Level
Customer and Technical Support
Trackforce Valiant

Trackforce Valiant

Trackforce is a company that specializes in web and mobile application platforms to optimize the operational management of security services. Their GuardTek Software Suite helps companies streamline their security services with a quick ROI.

Internet Software & Services
51-250
Founded 2000
$7M raised

Description

  • Provide first-level customer support via chat, email, and phone in a timely and professional manner.
  • Troubleshoot product usage, configuration, and workflow issues within the Trackforce platform.
  • Log, prioritize, and track support tickets with clear documentation and follow-up.
  • Escalate complex issues to the appropriate internal teams with complete and actionable context.
  • Use internal knowledge bases and documentation to help resolve customer questions.
  • Contribute feedback to improve documentation and self-service resources.
  • Collaborate with Product, Engineering, and Client Success teams to share customer insights and improve support processes.

Requirements

  • Minimum of 1 year of experience in customer support for a B2B software, SaaS platform, or technology service environment.
  • Experience using support platforms such as Zendesk, Salesforce, or similar ticketing systems.
  • Clear, professional written and verbal communication skills in English.
  • Strong problem-solving skills and the ability to ask the right questions to identify root causes.
  • Ability to manage multiple tickets, prioritize effectively, and stay organized in a fast-paced environment.
  • Experience supporting software applications or SaaS products for external clients is preferred.
  • French proficiency is an asset.
  • Must be available to provide coverage until 7:30 PM Eastern Time.
  • This is a full-time role with a consistent 8-hour workday and is non-shift based.

Benefits

  • Fully remote and flexible work arrangement.
  • 3 weeks of vacation starting in year one.
  • Paid sick days and family obligation days.
  • Comprehensive group health and dental coverage.
  • Telemedicine access.
  • Mental health and wellness support.
  • Life insurance, AD&D, long-term disability, and critical illness coverage.
  • RRSP and DPSP with employer matching.
  • Employee referral bonus.
  • Paid volunteer day and recognition programs.

Interested in this position?

Apply directly on the company website

Apply Now

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