Support Specialist II - User Enablement

1 hour, 50 minutes ago
Full-time
Junior
Technical Writing and Documentation
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977

Description

  • Provide standard answers to common questions about software functionality.
  • Guide users through basic software navigation and feature location.
  • Direct users to documentation, knowledge base articles, and other self-service resources.
  • Offer simple clarification of features and standard workflows.
  • Assist with basic user account setup and initial configuration.
  • Identify when users need Tier 2 advanced usage optimization support.
  • Document frequently asked questions to support Tier 0 resource development.
  • Contribute to FAQ documentation, knowledge base articles, and simple how-to guides.
  • Help develop interactive guides and product tours.
  • Monitor community forums for common user questions and participate in an on-call rotation for after-hours support.

Requirements

  • Degree or diploma in Business, Information Systems, or a related field, or equivalent industry experience and training.
  • 1-3 years of experience in a customer support or training role.
  • Foundation-level expertise in software applications and basic workflows.
  • Strong verbal and written communication skills for explaining features clearly.
  • Ability to direct users to appropriate documentation effectively.
  • Customer service orientation with patience for repetitive questions.
  • Ability to handle a high volume of standard operational questions.
  • Capability to identify when advanced support is needed.
  • Experience with learning management systems.
  • Familiarity with customer support platforms.
  • Experience in software training or user education.
  • Candidates must be legally authorized to work in Canada.
  • Candidates must obtain and maintain a Government of Canada Reliability security clearance.
  • Candidates must comply with the FBI CJIS Security Policy and pass a fingerprint-based background check.

Benefits

  • Comprehensive benefits package.
  • Competitive base salary aligned to skills, experience, education, and market data.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses in some roles.
  • Fair and equitable compensation practices.
  • Accommodations available upon request throughout the recruitment process.
  • Equal opportunity employer with a commitment to equity, diversity, inclusion, and a barrier-free workplace.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Member & Provider Care Specialist

Oscar 1K-5K Insurance

Oscar is hiring a remote Care Specialist for its Member & Provider Escalations team to resolve complex issues affecting members and providers and support the accuracy and efficiency of service operations.

50 minutes ago

Customer Support Specialist

HealthJoy 251-1K Insurance

HealthJoy is hiring a fully remote Healthcare Concierge in Ukraine to support American members by guiding them through healthcare benefits, care options, and provider coordination.

50 minutes ago

Customer Service Delivery Advocate

Carvana 10K-50K Automotive

Carvana is hiring Customer Advocates to deliver vehicles, complete customer paperwork, and support the car-buying experience through customer-facing field work and local community engagement.

1 hour, 5 minutes ago

Customer Delivery Driver

Carvana 10K-50K Automotive

Carvana is hiring Customer Advocates to deliver vehicles, manage paperwork, and support customers through the car-buying process across scheduled shifts in a fast-paced market operations environment.

1 hour, 5 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers