Support Solutions I

About the Role As a Support Solutions I team member, you will be the first point of contact (FPOC) for clients and partners seeking assistance with the iQmetrix suite of products. This Level I support role is critical in delivering exceptional customer service, resolving issues efficiently, and ensuring a seamless support experience. You’ll work within our Support Solutions and Client Enablement teams, managing cases through Salesforce CRM and contributing to our mission of providing fast, reliable, and knowledgeable support. This is a temporary full‑time position. Location Preferred: Regina, SK.

Key Responsibilities

Front‑Line Support: Serve as the primary point of contact for live support channels, including phone and chat. This includes delivering real‑time support to clients as their issues occur and managing multiple issues at once.

Client Case Management: Provide timely and effective support, training, troubleshooting, and investigation of client‑reported issues. Manage cases within the Salesforce CRM.

Escalation Handling: Identify and elevate product defects or complex issues to Level II Support or Product Development teams as needed.

Provide appropriate information and replication steps to ensure efficient resolution of issues or incidents.

Documentation & Knowledge Management: Create and maintain internal and external documentation, including runbooks and support guides, ensuring consistency and clarity.

Incident Response: Participate in incident communication and coordination, including updates via Status Page and managing parent/child case relationships.

Salesforce CRM Case Management: Triage, prioritize, and manage support cases using Salesforce Service Cloud, identify trends, and ensure timely resolution while meeting SLA requirements.

Cross‑Team Collaboration: Work closely with DevOps and other technical teams to resolve issues and improve support processes.

Client Communication: Engage directly with clients to gather information, troubleshoot issues, and facilitate faster resolution times.

On‑Call Support: Participate in scheduled on‑call rotations to provide after‑hours support coverage and statutory holiday coverage as needed.

Product Expertise: Maintain subject‑matter expertise (SME) across the iQmetrix suite of products to deliver knowledgeable and confident support.

Participate in the Strategic Process of the Team, including Team Tactical meetings, 1 on 1s, and strategic planning as it pertains to the Support Solutions Team.

Qualifications

Strong communication and interpersonal skills (adaptability, attention to detail).

Experience in customer support or technical support roles.

Familiarity with Salesforce CRM or similar case management systems (POS systems, Slack, Microsoft skills).

Ability to troubleshoot and investigate technical issues.

Comfortable working in a fast‑paced, collaborative environment.

Willingness to participate in on‑call rotations.

Knowledge of iQmetrix products is an asset (training provided).

Demonstrated aptitude for analyzing complex issues and implementing effective solutions in a timely manner.

Adaptability and resilience when faced with new challenges and evolving client needs.

Attention to detail and the ability to spot irregularities in specific flows or processes.

What We Offer

Competitive starting salary.

Comprehensive benefits package for you and your entire family.

Flexible hybrid working environment, generous vacation, and trusted sick leave program.

RRSP/401K/PF and Share Ownership plans with a matching program.

Maternity, adoption, and paternity leave salary top‑ups and ten “New Baby Days” for all parents welcoming a new child.

Cultural Day off annually to celebrate a day of religious or cultural significance.

Up to 6 days of paid time off annually for volunteering or personal learning.

Seven‑week sabbatical after every seven years of employment.

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.

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