We are currently seeking a Technical Support Specialist to join our dynamic group of professionals. As an integral part of our product team, you will be on the frontlines, listening to users and helping solve their problems.

As a Technical Support Specialist, you’ll be at the core of our user experience. Your two key missions are to troubleshoot and resolve user issues effectively and to provide valuable insights that enhance our company’s understanding of our user base. We are looking for someone who displays genuine care and empathy for our users and who is passionate about digging past surface-level issues to uncover the underlying root problems.

If you excel at solving complex problems, thrive in fast-paced environments, possess insatiable curiosity, and are committed to delivering exceptional user experiences, we’d love to connect with you!

 

In this role, you will have the opportunity to

Core Responsibilities:

• Provide exceptional customer service for customers that use our app and web platform
• Provide technical support via email and through our support ticketing system, Freshdesk
• For technical issues, must be able to ask the right questions in order to reproduce bugs and escalate issues to the technical team when necessary
• Organize all information required to escalate bugs (ie. app version, platform, device type, etc)
• Attempt to reproduce issues from users and determine if they are widespread or isolated incidents
• Timely follow up on the status of tickets with all stakeholders
• Must be capable of documenting common issues to improve our FAQs
• Categorize inquiries based on type (Bugs, Feature Requests, etc)

 

Advanced Responsibilities

• Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer’s perspective
• Categorize user feedback based on common problems
• Distill themes and trends in our user feedback into insights to share with the team
• Conduct User Surveys to improve our understanding of customer problems
• Record features, best practices and troubleshooting steps, arranging them for easy access
• Book user interviews between the product team and users who display an interesting perspective

 

Knowledge, Skills and Experience

Must have:

• Effective written and verbal communication skills
• Ability to dig past surface level problems to find underlying root causes
• Possess empathy towards users and accurately understand their challenges.
• Proficiency in applying logical thinking and sound judgment to assess the severity of reported issues
• Natural curiosity and love of learning

 

Should have:

• Bachelor’s degree in relevant discipline
• Experience in a customer facing position (relevant roles in Product Support, Technical Support)

 

What will make you stand out:

• Experience working in a software company
• Demonstrate adaptability and a willingness to continuously learn about evolving technical products, even when they challenge your expertise.
• Experience conducting user interviews/surveys
• Familiarity with the Proptech industry in Canada

 

What you can expect from us

• Health benefits including health, dental, life, virtual health care and travel coverage
• A chance to work towards an amazing mission of helping real estate investors, home buyers and sellers across Canada
• Remote-friendly work environment: the ability to work from anywhere in Canada
• We offer highly competitive compensation and generous vacation time
• Continuous learning and growth culture with many opportunities to develop professionally

 

About HouseSigma

We are a leading technology platform that leverages the power of artificial intelligence to deliver up-to-the-minute home value estimates for all properties listed in the Ontario, Alberta and British Columbia markets. Our advanced algorithm enables homebuyers to obtain a highly precise automated home valuation with just one click, in a matter of seconds.

Additionally, our HouseSigma algorithm accurately identifies comparable recently sold properties in the vicinity to help buyers determine their optimal offer price. At the heart of our platform is our team of dedicated professionals who prioritize values such as integrity, collaboration, customer service, and community. We invite you to learn more about us and our services at https://housesigma.com.

 

We are a remote-first company.

This is a full time, permanent, remote position

(Anywhere in Canada)