Customer Service Technical Support

About Us

At MadCap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team!

Propel Your Professional Growth

Every day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:

• Connected: We come together — across time zones, regions, offices and screens.
• Inclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.
• Flexible: We believe in the freedom to work when and how you work best, to help us thrive.

Position Summary

The Technical Customer Support Specialist provides technical assistance and answers to user’s questions, resolving tickets, and assisting users by troubleshooting problems with computer hardware or software. The schedule for this position is 8 AM - 5 PM Eastern Standard Time.

Duties and Responsibilities

• Supports tickets via phone or email queue.
• Identifies, investigates, troubleshoots, and resolves customer problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software and other technical concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which includes use of diagnostic tools, software, third party software, and/or following verbal instructions.
• Collaborates with other team members to research and resolve problems.
• Collaborates with other departments to explain errors and/or recommend modifications in software.
• Commitment to helping the Support Team achieve its goals.
• Performs other related duties as assigned.

Required Skills

• Excellent verbal and written communication skills.
• 1+ years working in SaaS software industry
• Must use moderate customer service skills and willingness to go the extra mile when helping customers.
• Team player with good interpersonal skills.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Work independently and as part of a team in a customer-driven, fast-paced environment where each member of the team is required to maintain department expectations as it relates to customer satisfaction and response time.
• Strong analytical and problem-solving skills.
• Ability to prioritize assignments provided by Team Lead and Manager
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Experience with HTML and CSS are nice to have

Benefits/Perks

• Work from home
• Competitive Salary & Annual bonus
• Employer Match for DPSP
• Flexible PTO Policy

MadCap Software is fully remote, with employees distributed across Canada. We are currently hiring in the following approved *provinces: Québec, Ontario, British Columbia

*We reserve the right to change the list of approved locations at anytime.

Salary Range: $50K - $60K CAD + annual bonus

In addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.