Customer Support Specialist

This is a hybrid role — 3 days per week in office.

Responsibilities

• Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
• Perform Hands on Troubleshooting: Test, validate, and reproduce customer-reported problems in controlled environments to identify root causes.
• Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.
• Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
• Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
• Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.

Requirements

• Strong written and verbal communication skills.
• Ability to analyze and reproduce technical customer issues.
• Demonstrated customer focus with the ability to educate and guide users.
• Solid problem-solving skills with structured troubleshooting approaches.
• Comfort working in a fast-paced environment with evolving priorities.
• Experience in a customer support or service role (phone, email, or chat).
• Ability to use and navigate multiple IT systems.

Preferred Qualifications

• Experience providing Level 2 or advanced technical support.
• Background in software troubleshooting or application support.
• Familiarity with defect escalation or issue tracking systems.

Benefits

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.