Technical Support Representative

Technical Support Representative 

Readymode is looking for a technically sharp, customer-focused Support Representative who becomes the expert voice our customers rely on when it matters most. You'll troubleshoot VoIP and connectivity issues, onboard new users, and work cross-functionally to close problems fast. But more than that, you dig in, see things through, and keep customers informed every step of the way, all while contributing to a knowledge base that makes the whole support operation smarter over time.

Schedule: Monday to Friday with rotating Saturdays. Shifts run 10am-6pm and 11am-7pm PST. * This is subject to change as needed. 

What You'll Do

• Own support tickets end-to-end via phone, email, and chat, from first contact to resolution.
• Diagnose and resolve VoIP, connectivity, and software configuration issues.
• Onboard and train new customers on the Readymode platform.
• Partner with product and engineering teams on escalations and recurring issues.
• Maintain and improve knowledge base articles, FAQs, and troubleshooting guides.
• Document issues and errors using internal tools to spot trends and drive improvements.
• Prioritize requests based on urgency and impact, adhering to SLA commitments.

What You Bring

• A certificate or diploma in a technology field, or at least one year of technical support experience.
• Comfort troubleshooting across multiple versions of Microsoft Windows.
• Strong communication skills: you explain things clearly and listen even better.
• A customer-first mindset and the patience to match.
• You move fast and follow through: open tickets don't sit, they get solved.
• Genuine curiosity about software and technology.
• Ability to thrive in a fast-paced environment where things change quickly.

Perks & Benefits

• Full benefits package starting Day 1
• Group RRSP matching
• Employee Stock Option Plan
• Education and training grant (year two)
• Company computer provided
• Remote and flexible work