Technical Support Specialist

Location: REMOTE - British Columbia, Canada

Job Summary

The Technical Support Specialist (TSS) at Helm Operations delivers world-class product support for users worldwide and internal stakeholders. We are looking for an experienced problem-solver who thrives in a digital environment, is driven to solve complex problems, and can transform technical information into understandable solutions. This role requires passion for helping customers, strong technical troubleshooting skills, and exceptional English communication skills. The TSS will be organized, a strong team contributor, eager to learn, and able to manage competing priorities in a fast-paced environment.

KEY RESPONSIBILITIES

• Provide outstanding product support to customers and business partners worldwide.
• Analyze, prioritize, and resolve reported technical issues in a timely, SLA-compliant manner.
• Capture bugs and feature requests accurately and in sufficient detail for the development team.
• Identify additional product or training needs and escalate to manager in a timely manner.
• Record each customer interaction accurately and concisely in Zendesk.
• Respond to all customer requests per agreed service level agreements (SLA).

REQUIRED QUALIFICATIONS

• Diploma, Degree, or Technical Certification in a related field (or equivalent experience).
• 4+ years providing technical customer support, ideally in a call-centre or helpdesk environment, with a track record of owning complex, escalated cases.
• Excellent English verbal and written communication skills required.
• Spanish and/or Portuguese an asset.
• Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to work varied shifts including on-call to support 24x7 coverage.
• Experience with Zendesk, Jira, and Confluence a plus.
• Interest in QA, programming, or automation highly regarded.

Worker Type

Regular

Number of Openings Available

1