Tier 1 Technical Support Specialist – SaaS Platform

Overview

We are a fast-growing insurance technology company serving a national distributor and dealer network. As ticket volume increases, we are hiring a structured, process-driven Tier 1 Technical Support Specialist to manage inbound ticket triage, first-line resolution, and minor operational maintenance inside our SaaS platform.

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 78 hours daily 95pm PST overlapping Canadian business hours

Nice to Have

• Insurance, fintech, or payments experience
• Basic understanding of QA testing and reproduction steps
• Familiarity with Asana or Jira

Tools We Use

• Freshdesk & Zendesk
• Google Workspace
• Asana
• Google Chat
• Internal AI knowledge base
• SaaS admin panels and CRM systems

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, Customer Support, Communication Etiquette, Online Chat Support, Bug Reports, Product Knowledge, Email Support, SaaS, Customer Service