Software Support Specialist
$50,000–$55,000 year
Hybrid · London, Ontario, Canada
Job Summary
Provide Tier 1 technical and functional support for EventConnect users via phone, email, chat, and ticketing systems; troubleshoot reservation, event, and workflow-related issues; reproduce, diagnose, and resolve customer-reported issues, escalating more complex bugs or feature requests to Product or Engineering with clear and accurate documentation; document support interactions, known issues, workarounds, and process improvements in internal knowledge bases and support materials; monitor support queues, prioritize incoming requests, and meet team KPIs related to response times, resolution quality, and customer satisfaction; identify recurring issues, workflow friction, and opportunities for better documentation, process improvement, or internal tooling; contribute to support playbooks, training materials, and internal process refinement based on customer patterns and day-to-day operational experience; collaborate with Customer Success, Product, and Engineering teams to share customer insights and help improve the platform over time.
Required Qualifications
- Development background through work experience, personal projects, bootcamp or certification, or formal training
- Familiarity with at least one programming language, scripting, or building small applications
- Strong written and verbal communication skills
- Strong problem-solving skills, curiosity, and persistence
- Interest in software, technology, and digital products
- Ability to learn new systems, workflows, and tools quickly
- Customer-focused mindset with empathy, patience, and professionalism
- Ability to manage multiple priorities in a fast-paced environment
- Ability to work both independently and collaboratively as part of a team
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