Technical Support Specialist

Helm Operations

. Provide outstanding product support to customers and business partners worldwide .

Posted 10/27/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical customer support, effectively analyzing and resolving issues while maintaining SLA compliance. Proficient in utilizing tools like Zendesk and MS Office Suite to enhance customer interactions and support processes.

Highest-signal resume keywords

Technical Customer SupportZendesk ExperienceSLA ComplianceExcellent English CommunicationMS Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIssue ResolutionBug TrackingFeature Request DocumentationQA InterestProgramming InterestAutomation Interest

Soft Skills

Analytical SkillsPrioritizationEscalation Management

Tools & Technologies

ZendeskJiraConfluenceMS Office Suite

Certifications & Qualifications

DiplomaDegreeTechnical Certification

Industry Keywords

Call CentreHelpdesk EnvironmentCustomer Interaction24x7 Support

About the role

Key responsibilities & impact

Provide outstanding product support to customers and business partners worldwide
Analyze, prioritize, and resolve reported technical issues in a timely, SLA-compliant manner
Capture bugs and feature requests accurately and in sufficient detail for the development team
Identify additional product or training needs and escalate to manager in a timely manner
Record each customer interaction accurately and concisely in Zendesk
Respond to all customer requests per agreed service level agreements (SLA)

Requirements

What you’ll need

Diploma, Degree, or Technical Certification in a related field (or equivalent experience)
4+ years providing technical customer support, ideally in a call-centre or helpdesk environment, with a track record of owning complex, escalated cases
Excellent English verbal and written communication skills required
Spanish and/or Portuguese an asset
Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint)
Ability to work varied shifts including on-call to support 24x7 coverage
Experience with Zendesk, Jira, and Confluence a plus
Interest in QA, programming, or automation highly regarded

Benefits

Comp & perks

Full-time employment
Regular employee status