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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and resolving software issues while providing exceptional customer support. Proficient in using ticketing systems and creating user documentation to enhance user experience and software functionality.
Highest-signal resume keywords
Technical AssistanceSoftware TroubleshootingFreshdesk Ticketing SystemCustomer-Facing ExperienceCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Software InstallationSoftware ConfigurationIssue ResolutionSoftware UpdatesDocumentation Creation
Soft Skills
Interpersonal SkillsPresentation SkillsAttention to DetailSelf-Starter
Tools & Technologies
FreshdeskCall-Tracker
Industry Keywords
Customer SupportUser GuidanceTechnical SupportSoftware Enhancements
About the role
Key responsibilities & impact- Serve as the first point of contact for customers seeking technical assistance via Freshdesk, phone, email, or chat
- Diagnose and resolve software issues, including installation, configuration, and functionality problems
- Document support interactions in Freshdesk ticketing system and track issue-resolution progress
- Track calls in call-tracker
- Escalate complex issues to the appropriate team
- Provide user guidance and training on software features and best practices
- Collaborate with the development team to identify and resolve recurring issues or bugs
- Assist with software updates, patches, and releases
- Maintain up-to-date knowledge of software products and enhancements
- Create and maintain support documentation, video tutorials, FAQs, and user guides
- Process client requests for system enhancements or modifications
Requirements
What you’ll need- Bachelor's degree, college diploma, or 2-3 years of experience in a customer-facing role
- Excellent oral and written communication skills
- Logical troubleshooting skills and techniques
- Strong interpersonal and presentation skills
- Self-starter able to use reference material to work independently
- Excellent attention to detail
- Canada-based location requirement
Benefits
Comp & perks- Competitive salary
- Excellent medical benefits, including dental, vision and health
- Employee Assistance Program
- Paid vacation
- Dynamic work atmosphere
- RRSP Matching