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Spécialiste du support client - N1

1 week, 4 days ago
Canada
Full-time
Junior
Customer Support
Customer and Technical Support
Salesforce
Apply Now
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
View All Jobs 4

Description

  • Provide first-line customer support via chat, email and phone, responding to client questions and issues promptly and professionally.
  • Diagnose and resolve problems related to platform usage, configuration and customer workflows using internal tools, documentation and procedures.
  • Log, prioritize and track support tickets accurately in the company ticketing platform, maintaining clear documentation and follow-up.
  • Identify issues that require deeper investigation and escalate them to Product, Engineering or other internal teams with full, actionable context.
  • Use and contribute to internal knowledge bases and self-service resources to assist customers and improve documentation.
  • Collaborate with Product, Engineering and Customer Success teams to relay customer feedback and help improve support processes and the product.
  • Work a fixed 8-hour shift (no rotating teams) with schedule coverage that can extend to 19:30 ET to support North American customers and ensure continuity of service.
  • Provide support focused on the SaaS application and customer workflows, not on third‑party contact center outsourcing, internal IT infrastructure or hardware troubleshooting.

Requirements

  • Minimum 1 year of experience in customer support for B2B software, a SaaS platform or a technology services environment.
  • Experience with customer support/ticketing platforms such as Zendesk, Salesforce or similar systems.
  • Excellent written and verbal communication skills in English; French language ability is an asset.
  • Strong problem-solving and analytical skills with ability to ask the right questions to identify root causes.
  • Ability to manage multiple tickets simultaneously, prioritize effectively and stay organized in a dynamic environment.
  • Availability to work a fixed 8-hour daytime shift with coverage until 19:30 Eastern Time (to support North American clients).
  • Must be located in Canada (hybrid option for Montreal-based candidates; fully remote possible elsewhere in Canada).
  • Experience supporting external SaaS application users rather than internal IT, network or hardware support is preferred; interest in learning and developing within customer support and product contexts.

Benefits

  • Flexible, remote-first work environment with hybrid option for candidates based in Montréal.
  • Full-time role with consistent hours to support work-life balance.
  • Opportunity for learning and professional development in a global SaaS workforce management product.
  • Collaboration with international teams across Montreal, Paris and London and exposure to multi‑region operations.
  • Inclusive company culture that emphasizes diversity, equity and belonging and promotes values like empathy, accountability and curiosity.
  • Work at a market-leading company following a recent merger, with the chance to impact product and support processes.

Interested in this position?

Apply directly on the company website

Apply Now

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