Technical Support Specialist (Telecom)

TL;DR

Technical Support Specialist (Telecom): Providing technical solutions and support for hirify.global's software to customers via multiple channels with an accent on product expertise, troubleshooting, and issue resolution. Focus on preventing escalations, de-escalating customers, and leveraging support tools for efficient case management.

Location: Remote from Canada (British Columbia or Nova Scotia)

Salary: $19.35–$26.54 CAD per hour

Company

hirify.global is a product company building software to help small business owners in the trades manage their operations.

What you will do

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions.
• Become a product expert and develop creative solutions and workflows that best meet customer needs.
• Provide comprehensive technical solutioning directly to hirify.global’s customers to resolve issues with high quality and speed.
• Prevent escalations and de-escalate customers by leveraging support tools and resources.

Requirements

• Efficient, effective, and resourceful problem-solver with strong critical thinking and troubleshooting abilities.
• Excellent people skills: empathetic, patient, confident, and able to interact well with diverse personality types.
• Ability to prioritize, multi-task, and perform effectively under pressure in a rapidly changing environment.
• Strong communication skills in both written and verbal form.
• Must be residing in Canada (British Columbia or Nova Scotia).
• English: B2+ proficiency required.

Nice to have

• Home/Commercial Service Industry knowledge.
• Basic understanding of SIP (Session Initiation Protocol), RTP, and call flow analysis.
• Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering.

Culture & Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training for all levels.
• Company-paid medical, dental, and vision for you and your dependents, plus RSP match and an employee assistance program.
• Support for Titans at all stages of life, including parental leave, adoption reimbursement, and maternity support.
• Commitment to inclusion and diversity, encouraging applications from underrepresented groups.

Hiring process

• Your candidacy will be considered for all available Technical Support Specialist - Telecom opportunities across hirify.global and its subsidiaries (Aspire, FieldRoutes, and Convex).
• AI tools are used to support recruitment process efficiency; all hiring decisions are made by hiring teams.