Technical Support Specialist (Telecom)

Location: Remote in Canada; listed locations include Manitoba and Nova Scotia.

Salary: $19.70–$26.54 CAD per hour.

Company

hirify.global develops software for small business owners in the trades and provides customer support for its platform.

What you will do

• Serve as the first point of contact for customers through phone, chat, email, and screen-sharing sessions.
• Become a product expert and develop creative solutions and workflows that meet customer needs.
• Use the Salesforce Support Console, internal chatbot, support resources, and in-depth testing to resolve cases and prevent or de-escalate escalations.
• Provide comprehensive technical solutions directly to customers with a focus on quality and speed.

Requirements

• Bachelor’s degree preferred or equivalent experience in technical support.
• Efficient, effective, and resourceful problem-solving, with strong critical-thinking and troubleshooting abilities.
• Excellent people skills, including empathy, patience, confidence, good humor, and the ability to interact with diverse personality types.
• Ability to work in a feedback-oriented, challenging, rapidly changing environment; prioritize, multitask, and perform under pressure.
• Self-motivated, quick-thinking, fast-learning, customer-centric, and able to master complex software.
• Ability to translate complex technical issues into tangible solutions and communicate clearly in written and verbal form.
• Ability to collaborate as a team player and demonstrate creative, out-of-the-box solutioning skills.
• Basic understanding of SIP, RTP, and call flow analysis preferred.
• Understanding of SMS routing, SMPP, delivery receipts, and carrier filtering; Brand Registration process preferred.

Nice to have

• Knowledge of the home or commercial service industry.

Culture & Benefits

• Flexible time off, autonomous work support, learning and development opportunities, onboarding, and leadership training.
• Recognition through Bonusly, peer-nominated awards, and other programs.
• Company-paid medical, dental, and vision coverage for employees and dependents, plus an RSP match and employee assistance program.
• Parental leave, adoption reimbursement of up to $20,000, maternity support, breast milk shipping, and financial planning tools.
• Inclusive workplace with accommodations available during the selection process.

Hiring process

• Applications are reviewed centrally for Technical Support Specialist - Telecom opportunities across hirify.global, Aspire, FieldRoutes, and Convex.
• The final offer specifies the employing company and vertical team.