Junior Support Role

Key facts

• Location: Calgary, Alberta
• Engagement: Employee
• Salary: Competitive, commensurate with experience
• Visa: Open to applicants with valid work authorization in Canada

What you'll do

• Serve as the primary contact for customer inquiries, providing timely and effective support via phone, email, and chat.
• Troubleshoot and resolve technical issues related to our software and services, ensuring customer satisfaction.
• Document customer interactions and technical issues in our support ticketing system for future reference and analysis.
• Collaborate with the engineering team to upscale complex issues and provide feedback on product performance.
• Assist in the creation and maintenance of user guides, FAQs, and other support documentation to enhance customer self‑service options.
• Participate in training sessions to stay updated on product features and industry best practices, ensuring you can provide the best support possible.
• Monitor support channels for new inquiries and prioritize them based on urgency and impact on customers.
• Engage in proactive outreach to customers to ensure they are satisfied with our products and services, identifying opportunities for improvement.
• Contribute to team meetings by sharing insights from customer interactions and suggesting enhancements to our support processes.
• Help maintain a positive team culture by actively participating in team‑building activities and fostering a collaborative work environment.
• Stay informed about industry trends and emerging technologies that could impact our customers and our support strategies.
• Assist in onboarding new team members by sharing knowledge and best practices for customer support.

Requirements

• A minimum of 1-2 years of experience in a customer support or technical support role, preferably in the technology sector.
• Strong problem‑solving skills with the ability to think critically and troubleshoot issues effectively.
• Excellent verbal and written communication skills, with a focus on clarity and professionalism.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools.
• Basic understanding of software development processes and familiarity with programming concepts is a plus.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast‑paced environment.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

Nice to have

• Experience with remote support tools and technologies.
• Knowledge of cloud computing and SaaS (Software as a Service) platforms.
• Previous experience in a role that required direct interaction with customers or clients.
• Familiarity with common programming languages such as Java, Python, or JavaScript.
• Understanding of ITIL (Information Technology Infrastructure Library) principles.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Experience with help desk software such as Zendesk, Freshdesk, or similar platforms.
• Basic knowledge of networking concepts and troubleshooting techniques.
• Familiarity with remote desktop support tools and techniques.
• Strong interpersonal skills and a customer‑centric mindset.

Practical notes

• This position is based in Calgary, Alberta, and may require occasional evening or weekend shifts depending on customer needs.
• Candidates must have valid work authorization in Canada; sponsorship is not available for this role.
• The successful candidate will undergo a background check as part of the hiring process.

Vertexca is committed to fostering an inclusive workplace and encourages applications from diverse backgrounds.

Junior Support Role at Vertexca.

About the role Vertexca is seeking a dedicated and enthusiastic individual to join our team as a Junior Support Role. This position is ideal for someone who is passionate about technology and customer service, and is looking to kickstart their career in a dynamic environment. As a Junior Support professional, you will be the first point of contact for our clients, assisting them with their inquiries and ensuring a seamless experience with our products and services.

This role offers an opportunity to grow your technical skills while working closely with experienced team members in a collaborative atmosphere.

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