Product Support Specialist Jobs

Product Support Specialist

Randstad

Location:
Canada, Markham

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re looking for a dedicated and technically-minded Product Support Specialist to join a growing software team that delivers industry-leading solutions across sectors like hospitality, retail, and professional services. In this role, you’ll be the trusted first point of contact for clients—helping them resolve system issues, guiding them through product features, and ensuring they get the most value from our software. This is a great opportunity for someone who enjoys blending technical troubleshooting with relationship-building, and who takes pride in delivering meaningful support that helps clients succeed every day.

Job Responsibility:

Serve as a trusted advisor to clients by troubleshooting software and system issues quickly and professionally
Build strong working relationships with end users, understanding their business needs and guiding them through effective solutions
Provide “how-to” assistance on configurations, product usage, and troubleshooting across modules like billing, scheduling, inventory, or accounting
Log support tickets clearly and thoroughly
escalate complex issues to Tier 2/3 teams when needed
Replicate customer issues in test environments to identify potential software bugs
Share client feedback and recurring issues with internal teams to improve the product
Contribute to support documentation, FAQs, and best practice guides to empower users
Participate in an on-call rotation to ensure extended support coverage (as needed)

Requirements:

2+ years of experience in technical or application support, ideally in a software/SaaS environment
Strong interpersonal and communication skills
A problem-solving mindset with a keen attention to detail
Familiarity with support tools and ticketing systems (e.g., Zendesk, Jira, Freshdesk)
Working knowledge of: Windows environments and services (e.g., IIS, server permissions)
Basic networking concepts (IP addresses, firewalls, ports)
Relational databases and data validation (SQL experience is a plus)
Web technologies like HTML, CMS, or system integrations

Nice to have:

Experience with ERP or POS systems, particularly in industries like hospitality, clubs, or retail
A background in customer onboarding, training, or documentation
A degree or diploma in Computer Science, IT, or related field
A passion for continuous learning and making clients feel supported, informed, and empowered

What we offer:

Be a key player in ensuring long-term client satisfaction and retention
Collaborate closely with both clients and internal teams (QA, product, development)
Gain exposure to ERP, POS, and SaaS platforms used by businesses across North America
Grow your career in a stable, client-first company that values empathy, accountability, and knowledge-sharing
Remote flexibility with opportunities for internal progression into training, QA, or product roles

Additional Information:

Job Posted:
December 17, 2025

Expiration:
December 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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