[Hiring] Technical Support Specialist @Cordance

Role Description

The Customer Support Specialist serves as the frontline connection between the company and its customers, ensuring every customer receives timely, accurate, and empathetic assistance. This role combines technical problem-solving, client communication, and product expertise to help users get the most value from our solutions. The ideal candidate is proactive, detail-oriented, and passionate about providing exceptional customer service. They thrive in a fast-paced environment, enjoy helping others, and are eager to continuously learn new technologies and processes.

This position works closely with Customer Success, Product, and Development teams to resolve client issues, enhance user experience, and contribute to the ongoing improvement of company tools and resources.

Key Responsibilities

• Provide exceptional technical and product support to clients through various channels, including ticketing systems (e.g., Service Cloud, Jira, or similar), Help Center, CRM, phone, and email.
• Maintain subject matter expertise on company products, services, and industry standards through continuous learning and professional development.
• Ensure all customer inquiries and issues are handled promptly, courteously, and effectively to achieve high customer satisfaction.
• Collaborate with internal teams including Customer Success, Product, and Development teams to address client needs and provide insights for product improvement.
• Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.
• Participate in testing and providing feedback on new product features and releases.
• Track and resolve open issues, ensuring transparent communication and follow-up with clients.

Competencies

• Customer Focus: Demonstrates empathy, active listening, and a commitment to delivering exceptional client experiences.
• Technical Proficiency: Quickly learns and applies knowledge of software tools, systems, and workflows to troubleshoot effectively.
• Foundational AI Literacy.
• Communication Excellence: Clearly conveys complex information in an approachable and professional manner, both verbally and in writing.
• Problem Solving: Analyzes issues, identifies root causes, and implements practical solutions under pressure.
• Collaboration: Works seamlessly across departments to ensure customer needs are met and feedback informs product improvement.
• Adaptability: Thrives in a fast-paced environment with evolving technologies and customer priorities.
• Ownership: Takes initiative, follows through on commitments, and maintains accountability for customer satisfaction and results.

Qualifications

• Outstanding communication, problem-solving, and interpersonal skills.
• Positive attitude with a strong sense of teamwork and accountability.
• Exceptional attention to detail, organization, and time management abilities.
• Minimum of 3 years of experience in a customer support, customer success, or technical support role.
• Demonstrated ability to manage multiple support cases or tickets simultaneously while maintaining quality.
• Ability to work independently and adapt to evolving client needs and priorities.
• Background in training delivery (live or virtual) and developing self-service resources.
• Develop and maintain self-service resources (knowledge base articles, documentation, FAQs, etc.).

Preferred Qualifications

• Experience supporting SaaS or B2B software platforms, with strong product and technical understanding.
• Proficiency in support tools (Salesforce Service Cloud and Jira) and CRM systems (Salesforce, HubSpot).
• Demonstrated success in creating or improving knowledge base content, FAQs, or user documentation.
• Skilled in customer communication — able to simplify complex issues for non-technical users.
• Experience collaborating with Product or Engineering teams to test features or provide customer insights.
• Certifications or coursework in customer support, ITIL, or help desk systems are a plus.
• Experience delivering remote or live training sessions using tools such as MS Teams, Zoom, or similar platforms.

Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.
• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. You’re eligible the first of the month after 90 days and immediately vested.
• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. You’re eligible the first of the month after 90 days and immediately vested.
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• 12 weeks paid parental leave for all employees.
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.