Customer Support Specialist

Pontosense

. Support customers of Pontosense and Silvie with setup, questions, and issues .

Posted 10/26/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$60,000 - CA$80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities by effectively resolving issues, creating clear help-centre articles, and identifying patterns in customer interactions to enhance product insights. Exhibits ownership and independence in managing customer tickets across various communication channels.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting SkillsEscalation HandlingHelp-Centre Article CreationPattern Identification

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Effective CommunicationProblem-SolvingEmpathyIndependenceOwnership

Industry Keywords

Customer TicketsBPO SupportInclusive PracticesAccessible WorkplaceCustomer Interaction

About the role

Key responsibilities & impact

Support customers of Pontosense and Silvie with setup, questions, and issues
Own customer tickets from start to finish across calls, emails, and chats
Resolve customer issues quickly and kindly
Help customers get products up and running and troubleshoot problems
Handle escalated cases from the BPO support team
Create help-centre articles and guides for common questions
Identify patterns in customer tickets and share insights with product and engineering
Report to the Manager, Customer Support

Requirements

What you’ll need

Hands-on customer support experience is implied by the role, but no minimum years of experience are specified
Ability to support families and care organizations with setup, questions, and issues
Ability to handle calls, emails, and chats from customers
Troubleshooting and escalation handling
Ability to create clear help-centre articles and guides
Ability to identify recurring ticket patterns and communicate insights to product and engineering
Ability to work independently and take ownership
In-person final interview with the CEO and team members may be required
Commitment to inclusive and accessible workplace practices

Benefits

Comp & perks

A sensor for your parents, on us
Health, dental and vision benefits
Hybrid in Toronto or Waterloo, remote if that's where you do your best work
Direct access to the leadership team
Fair pay; impact decides your pay and path, not tenure
Professional exposure to every part of the company
Accessible accommodations during the hiring process