Technical Support Specialist L1

We are seeking a highly motivated and customer-focusedTechnical Support Specialist (L1) to join our growing Customer Success team. You will be the first point of contact and a trusted partner to our clients, ensuring they get the most out of our cutting-edge, ERP-integrated B2B e-commerce platform.This is a fully remote position, open to candidates across Canada, with a preference for applicants based in the Winnipeg area.We are looking for someone who is genuinely excited to partner with customers to untangle technical challenges. If you have a passion for investigation and problem-solving, but your true motivation is seeing a client successfully served, you're the right fit.What You'll DoAs a Technical Support Specialist, your focus will be on resolving customer issues quickly and efficiently, contributing directly to client satisfaction and retention. Your responsibilities will include:Front-line support: Act as the first point of contact, managing inbound support requests through email and phone with an emphasis on empathy and speedTechnical investigation & resolution: Dive into complex issues, which may include reviewing system logs, interpretingerror messages, and performing basic SQL queries to diagnose and resolve platform issues, ensuring the client is kept informed every step of the wayConfiguration: Execute customer-requested changes and perform routine platform configuration and account maintenanceKnowledge sharing: Guide clients to appropriate self-help resources and documentation, and contribute to the expansion of our internal and external knowledge baseClient training: Deliver engaging virtual training sessions for clients on platform usage, features, and best practicesEscalation: Accurately document and escalate complex issues to L2/development when necessaryRequirementsWhat We're Looking ForProven experience in a customer-service role. Technical support or help desk preferredCustomer obsessed with a desire to engage directly with clients, turning potentially frustrating technical issues into positive problem-solving experiencesSoftware aptitude with the ability to learn new interfaces, read documentation and explore systemsAbility to read and interpret technical logs and error messages is required. Familiarity with ERP systems and basic database concepts (e.g., SQL queries) is a strong assetExceptional written and verbal communication skills, with an ability to simplify complex technical topics for non-technical usersHighly organized, proactive, and able to manage a queue of incoming support requests efficientlyNice to HavesPrevious experience reading and interpreting error logsBasic SQL knowledge regarding selects, sub queries and joinsFamiliarity with HTML, Javascript, PHP or PythonUnderstanding of ERP systems and e-commerce platformsBenefitsWe believe in rewarding performance and offering a sustainable work-life balance.Starting Annual Compensation: $40,000 CADProfit Sharing: All employees in good standing are eligible to participate in our company profit-sharing programTime Off: 2 weeks paid vacation to start, plus statutory holidaysComprehensive Benefits: Access to our full employee benefits package, including Medical, Dental, Life Insurance, and other perksWhy Join Us?You'll be part of a collaborative Customer Success team that is essential to our company's mission. This role offers excellent potential for growth into L2 support, implementation, or technical account management.