Technical Support Representative
Readymode is looking for a technically sharp, customer-focused Support Representative who becomes the expert voice our customers rely on when it matters most. You'll troubleshoot VoIP and connectivity issues, onboard new users, and work cross-functionally to close problems fast. But more than that, you dig in, see things through, and keep customers informed every step of the way, all while contributing to a knowledge base that makes the whole support operation smarter over time.
Schedule: Monday to Friday with rotating Saturdays. Shifts run 10am-6pm and 11am-7pm PST. * This is subject to change as needed.
What You'll Do
- Own support tickets end-to-end via phone, email, and chat, from first contact to resolution.
- Diagnose and resolve VoIP, connectivity, and software configuration issues.
- Onboard and train new customers on the Readymode platform.
- Partner with product and engineering teams on escalations and recurring issues.
- Maintain and improve knowledge base articles, FAQs, and troubleshooting guides.
- Document issues and errors using internal tools to spot trends and drive improvements.
- Prioritize requests based on urgency and impact, adhering to SLA commitments.
What You Bring
- A certificate or diploma in a technology field, or at least one year of technical support experience.
- Comfort troubleshooting across multiple versions of Microsoft Windows.
- Strong communication skills: you explain things clearly and listen even better.
- A customer-first mindset and the patience to match.
- You move fast and follow through: open tickets don't sit, they get solved.
- Genuine curiosity about software and technology.
- Ability to thrive in a fast-paced environment where things change quickly.
Perks & Benefits
- Full benefits package starting Day 1
- Group RRSP matching
- Employee Stock Option Plan
- Education and training grant (year two)
- Company computer provided
- Remote and flexible work
