Technical Support Specialist
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Job Description
Technical Support Specialist providing product and technical support for Cordance’s acquired B2B SaaS companies. Resolving customer issues and improving knowledge resources with Customer Success, Product, and Development teams.
Responsibilities:
- Provide technical and product support through ticketing systems such as Service Cloud and Jira, Help Center, CRM, phone, and email
- Maintain subject matter expertise on company products, services, and industry standards through continuous learning
- Handle customer inquiries and issues promptly, courteously, and effectively
- Collaborate with Customer Success, Product, and Development teams to address client needs and provide product-improvement insights
- Create customer-facing knowledge base articles, FAQs, newsletters, and training documentation
- Participate in testing and provide feedback on new product features and releases
- Track and resolve open issues with transparent client communication and follow-up
- Support users in getting maximum value from Cordance's B2B SaaS solutions
Requirements:
- Outstanding communication, problem-solving, and interpersonal skills
- Positive attitude, teamwork, and accountability
- Exceptional attention to detail, organization, and time management
- Minimum of 3 years of experience in a customer support, customer success, or technical support role
- 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
- Ability to develop and maintain self-service resources, including knowledge base articles, documentation, and FAQs
- Preferred: experience supporting SaaS or B2B software platforms
- Preferred: proficiency in Salesforce Service Cloud, Jira, Salesforce, HubSpot, or similar support and CRM systems
- Preferred: experience creating or improving knowledge base content, FAQs, or user documentation
- Preferred: experience collaborating with Product or Engineering teams to test features or provide customer insights
- Preferred: certifications or coursework in customer support, ITIL, or help desk systems
- Preferred: experience delivering remote or live training using MS Teams, Zoom, or similar platforms
- Final candidate must be able to pass a background check
Benefits:
- Comprehensive health coverage beginning on the first day of employment
- 401(k) plan (US) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options
- RRSP (CAN) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options
- Flexible, uncapped paid time off
- 12 weeks paid parental leave for all employees
- Monthly remote-work stipend of $75 USD / $140 CAD for phone and internet
- Generous holiday schedule
- Professional development and continuous learning opportunities
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