Product Support Specialist, Tier 1 (Hospitality)

Location: Remote within Ontario, Canada; four 10-hour shifts per week on a set schedule. Weekend, statutory holiday, and standby coverage may be required. Support hours operate from 8:00 a.m. to 9:00 p.m. MT.

Salary: CAD $38,784–$48,000 per year, based on experience and qualifications.

Company

hirify.global provides vertical software and embedded payments technology, while WebRezPro delivers a cloud-based property management system for the hospitality industry in more than 40 countries.

What you will do

• Provide first-line customer support through phone, email, and screen sharing.
• Guide clients through WebRezPro features and functionality.
• Investigate issues and document client interactions, problems, and resolutions in Zendesk.
• Collaborate with Programming and Sales to support a positive client experience.
• Maintain consistent coverage on the assigned schedule and participate in standby support.
• Take on additional support tasks as priorities and business needs change.

Requirements

• Three years of customer-facing experience, ideally supporting software applications.
• Previous technical support and/or customer relationship management experience.
• Strong critical-thinking, problem-solving, prioritization, and multitasking skills.
• Knowledge of computer software, hardware, internet applications, networks, and operating systems.
• Ability to work independently and collaboratively in a fully remote environment.
• Availability for four 10-hour shifts, including possible weekends, statutory holidays, and standby coverage.

Nice to have

• Familiarity with property management systems.
• Experience in the hospitality or tourism industry.

Culture & Benefits

• Fully remote work with a set weekly schedule designed for predictability and work-life balance.
• Medical, extended health, long-term disability, dental, and vision coverage.
• RRSP with employer matching and a Health Spending Account.
• Flexible paid time off.
• Long-term growth potential in an inclusive workplace.