Remote flexibility with opportunities for internal progression into training, QA, or product roles

Responsibilities
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)

Qualifications
2+ years of experience in technical or application support, ideally in a software/SaaS environment
Strong interpersonal and communication skills—you’re comfortable guiding users at all levels
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

Bonus Points For:
- 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

Summary
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.

If you feel that this role is interesting, and your profile is a good fit, I'd love to hear from you! The best and fastest way to get a response is to submit your updated resume to kyle.chan@randstaddigital.com

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.