Customer Support Specialist

Pontosense

. Support families and care partners using Pontosense and Silvie products .

Posted 9/28/2026full-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, including setup and troubleshooting of products, effective communication through various channels, and the ability to analyze support ticket patterns for continuous improvement.

Highest-signal resume keywords

Customer Support ExperienceSetup And Troubleshooting SkillsEscalation ManagementHelp-Centre Article WritingPattern Identification And Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Setup SkillsTroubleshooting SkillsTicket ResolutionCustomer Issue Resolution

Soft Skills

Effective CommunicationProblem OwnershipIndependenceKindness

Tools & Technologies

PontosenseSilvie

Industry Keywords

Customer SupportCare OrganizationsFast-Paced EnvironmentBPO Support

About the role

Key responsibilities & impact

Support families and care partners using Pontosense and Silvie products
Own customer tickets from start to finish across calls, emails and chats
Resolve customer issues quickly and kindly
Help customers set up products and troubleshoot problems
Handle escalated cases from the BPO support team
Create clear help-centre articles and guides
Identify recurring patterns in tickets and share customer insights with product and engineering
Improve ticket resolution speed and reduce repeat contacts
Flag recurring issues and help drive permanent fixes
Report to the Manager, Customer Support; temporarily report to the Head of Customer Success until that role is filled

Requirements

What you’ll need

Hands-on customer support experience implied by the role; specific years of experience are not stated
Ability to support families at home and care organizations with setup, questions and issues
Ability to handle calls, emails and chats
Setup and troubleshooting skills
Ability to manage escalations requiring additional time, context or follow-up
Ability to write clear help-centre articles and guides
Ability to identify patterns in support tickets and communicate insights to product and engineering
Ability to work independently and take ownership of problems
Ability to work in a fast-paced, scaling environment
Ability to participate in interviews, a short case and an in-person final interview

Benefits

Comp & perks

A sensor for your parents, on us
Health, dental and vision benefits
Hybrid work in Toronto or Waterloo, with remote work if that's where you do your best work
Direct access to the leadership team
Fair pay, with impact deciding pay and career path rather than tenure
Inclusive and accessible workplace
Accommodation during the hiring process
Equal opportunity employment