Client Support Specialist

What We do:

iQmetrix is a global provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is an AI-native telecom commerce platform that acts as a system of intelligence. It replaces fragmented legacy stacks with a modern, modular operating layer, connecting telcos, retailers, and OEMs into one flow across channels and markets. The result is less complexity, lower cost, and the speed to move ahead.

For 26 years, we’ve been passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, and expertise that enables them to adapt and thrive. Our solutions power $17BN in sales annually, handling nearly 53 million invoices and more than 28 million activations, and are used by more than 370,000 telecom retail professionals across almost 1,000 clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe. For more information, please visit www.iqmetrix.com.

How We Do it: 

We are on a self-management journey. As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. Decisions are meant to be distributed to the people who are best able to make the decisions which means more freedom for individuals to contribute at their highest levels. We are purpose-driven, helping individuals connect to the meaning in their day-to-day work. Additionally, we are currently on the road to building a diverse and inclusive environment. Working at iQmetrix means always looking at ways to be better.

Reports to: Support Solutions Lead

Salary: $45,000 - $54,000 CAD

About the Team:

You’ll join the Support Solutions team, which helps iQmetrix clients and partners keep their stores running. The team works closely together in Slack and partners with Technical Support (Support Solutions II), Client Enablement, Development, Product, and Account Management to solve issues quickly and keep improving how we support clients.

About the Role:

As a Client Support Specialist, you are the first point of contact for clients and partners who need help with the iQmetrix suite of products, including RQ, RQmobile, iQ Storefront, and the growing iQ Platform. You own the front end of the support experience: taking in and triaging every new case in the Support queue, solving issues at first contact wherever possible, and handing off well-documented escalations to Technical Support (Support Solutions II) when deeper investigation is needed.

This is a full-time contract role covering maternity leave until approximately May 31, 2028, with a possible (not guaranteed) opportunity to convert to a permanent position, depending on business needs.

What you’ll be doing: 
 

• Case intake and triage: Own the Support queue. Triage new cases from email, chat, and other channels, set priority based on business impact, and acknowledge every case within SLA.
• Front-line support: Be the main point of contact for live chat during client support hours, managing several conversations and cases at once.
• Troubleshooting: Gather key details (screenshots, error messages, logs, steps taken), reproduce issues where possible, and resolve them at first contact using our knowledge base, past cases, and AI-assisted tools.
• Using AI tools: Use AI-generated triage summaries and assistants to speed up research, and check their suggestions against the facts before acting on them.
• Escalations: Escalate product defects and complex issues to Technical Support or Development with a clear, complete write-up so they can act right away.
• Client communication: Communicate clearly and with empathy, often with retail staff dealing with a live, business-blocking issue. Set expectations, give timely updates, and confirm the fix before closing a case.
• Case ownership: Keep your cases accurate and up to date, follow up on aging cases, and close them with clear notes.
• Incidents and trends: Spot service disruptions and recurring issues early and raise them through the right process.
• Documentation: Create and update knowledge articles and troubleshooting guides based on recurring issues.
• On-call support: Take part in an on-call rotation covering after-hours, weekends, and statutory holidays for business-blocking issues.
• Learning and teamwork: Build knowledge across the iQmetrix product suite, work closely with other teams, and take part in team meetings and planning.

Hours & Coverage
 

• Client support hours are Monday to Friday, 10:00 AM to 7:00 PM ET. Working hours are scheduled to ensure Support queue and chat coverage within this window.
• Outside of client support hours, support is provided through the on-call rotation for business-blocking issues and outages only.

What We're Looking For:
 

• Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical users
• Min 1-2 years of Experience in customer support, technical support, or help desk roles
• Familiarity with Salesforce Service Cloud or similar case management systems
• Ability to troubleshoot and investigate technical issues methodically, including reviewing screenshots, error messages, and application logs
• Comfort using AI tools as part of daily work, with the judgment to verify AI-generated output before relying on it
• Comfortable working in a fast-paced, collaborative environment using tools such as Slack
• Ability to work independently, manage competing priorities, and take full ownership of a queue
• Willingness to participate in on-call rotations, including evenings, weekends, and statutory holidays
• Demonstrated aptitude for analyzing complex issues and implementing effective solutions in a timely manner
• Adaptability and resilience when faced with new challenges, new products, and evolving client needs
• Attention to detail and the ability to spot irregularities in specific workflows or processes
• Knowledge of iQmetrix products is an asset (training provided)
• Experience in retail, point-of-sale, or wireless/telecom environments is an asset

What Success Looks Like:
 

• New cases are acknowledged, triaged, and owned within SLA.
• Many cases are resolved at first contact without escalation.
• Escalations are complete and actionable the first time.
• Owned cases are current, accurately updated, and not left to age.
• Client communication is clear, timely, and professional.
• Knowledge gaps found during casework become documentation.

What We Offer:
 

• Begin your journey with a competitive starting salary! 
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family. 
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program. 
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program!
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.  
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance. 
• Give back with up to 6 days of paid time off annually for volunteering or personal learning. 
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment! 

What is an iQer?

An iQer is a term, used daily across all iQmetrix locations, is someone who works for iQmetrix. Sounds simple, but there’s more to being an iQer than meets the eye!
If you’re an iQer, you approach problems with humility and an open mind. You’re a go-getter who doesn’t wait around to be told what do to. Whether it’s on your own or with a team, you aren’t afraid to try new things, fail, succeed, and improve along the way. Your team, the company, and the well-being of others come before your personal agenda—you’re an ally to your colleagues and the community.

The world changes fast and, as an iQer, you’re ready to adapt. You recognize diversity in the world, listen to others, and consider all perspectives.

Want to Join the Team? 

If you’re interested in a career with iQmetrix, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

We are a hybrid work environment, remote and in-office for all employees in an office city.

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