Tier 1 Technical Support Specialist for SaaS Automotive Warranty Platform

We are seeking a skilled Tier 1 Technical Support Specialist to assist our clients using our SaaS automotive warranty platform.

The ideal candidate will have experience in troubleshooting software issues, responding to customer inquiries, and providing exceptional customer service. You will be responsible for diagnosing technical problems and guiding users through solutions. Strong communication skills and a customer-oriented approach are essential. This is a fantastic opportunity to join a dynamic team in the automotive industry

This role protects our engineering and product teams by ensuring all issues are cleanly documented, categorized, and resolved or escalated properly.

You will not be coding. You will be protecting system quality, documentation accuracy, and workflow discipline.

What You Will Do

• Support & Ticket Triage
• Serve as first point of contact for dealer and distributor inquiries
• Manage Freshdesk intake, categorization, tagging, and routing
• Resolve routine or welldocumented issues using internal knowledge base and AI tools
• Escalate only clean, fully documented cases to Tier 2 or engineering

Operational & Data Maintenance

• Perform minor contract and CRM data corrections
• Update dealer profiles, contract fields, attachments, metadata
• Validate data before updating; follow strict approval steps
• Maintain clean ticket notes and system logs
• Archive, tag, and maintain ticket hygiene

Documentation & Knowledge

• Maintain SOPs, FAQs, and support scripts
• Document workflows using tools like Scribe
• Refine AI prompts and knowledge content for efficiency

Team Support

• Assist Product and TPM with release documentation and testing coordination
• Provide structured summaries and handoffs
• Suggest workflow improvements that reduce manual work

Required Experience

• 2–4 years in SaaS support, service desk, or technical operations
• Strong Freshdesk or Zendesk experience
• Experience updating structured data (contracts, CRM, admin panels)
• Strong written English communication
• Detailoriented and process disciplined
• Comfortable using AI tools such as ChatGPT or similar
• Available for at least 68 hours daily overlapping Canadian business hours

Nice to Have

• Insurance, fintech, or payments experience
• Basic understanding of QA testing and reproduction steps

Tools We Use

• Freshdesk, Zendesk Q3 202
• Google Workspace
• Asana
• Google Chat
• Internal AI knowledge base

What We Are Looking For

• This is not a call center role.
• We want someone structured, precise, and comfortable working inside defined workflows.

You must be able to:

• Turn messy user complaints into clean documentation
• Ask clarifying questions before escalating
• Follow SOPs exactly
• Protect data integrity

Contract duration of more than 6 months. with 40 hours per week.

Languages:

French. You are expected to have a fluent level of English.

Mandatory skills:

Technical Support, Ticketing System, Incident Management, Customer Support, Communication Etiquette