Product Support Specialist at Vivtechnologies. About the role As a Product Support Specialist at Vivtechnologies, you will play a crucial role in ensuring customer satisfaction through effective support and problem resolution. You will be the first point of contact for our clients, assisting them with inquiries related to our innovative technology solutions. Your expertise will help clients navigate our products, troubleshoot issues, and enhance their overall experience. This position is ideal for individuals who are passionate about technology and customer service, and who thrive in a fast-paced environment.
Key facts Location: Toronto, Ontario
Engagement: Full time
Salary: Competitive and commensurate with experience
Visa: Open to candidates with valid work authorization in Canada
What you’ll do Provide exceptional customer support via various channels, including phone, email, and live chat, ensuring timely and effective resolution of client issues.
Analyze and troubleshoot product-related inquiries, guiding clients through technical challenges and providing step-by-step solutions.
Collaborate with the product development team to relay customer feedback and contribute to product enhancements and updates.
Maintain accurate records of customer interactions and issues in our support ticketing system, ensuring all information is up-to-date and accessible.
Conduct product demonstrations and training sessions for clients, helping them maximize the value of our technology solutions.
Develop and maintain a comprehensive knowledge base of product features,



common issues, and solutions to improve support efficiency.
Assist in the onboarding process for new clients, ensuring a smooth transition and understanding of our products.
Participate in regular team meetings to discuss challenges, share insights, and contribute to continuous improvement initiatives.
Stay informed about industry trends, product updates, and emerging technologies to provide informed support to clients.
Identify opportunities for upselling or cross-selling additional products and services based on client needs and usage patterns.
Foster strong relationships with clients to enhance customer loyalty and satisfaction.
Work collaboratively with other departments, such as sales and marketing, to ensure a cohesive approach to customer engagement.
Requirements A minimum of 2 years of experience in a customer support or technical support role, preferably in the technology sector.
Strong understanding of software applications and troubleshooting techniques, with the ability to quickly learn new technologies.
Excellent communication skills, both written and verbal, with a focus on clear and concise explanations.




Proven problem-solving abilities and a strong attention to detail.
Ability to work independently and manage multiple tasks in a fast-paced environment.
Familiarity with support ticketing systems and customer relationship management (CRM) tools.
A customer-centric mindset with a passion for helping others and improving their experience.
Nice to have Experience with specific technologies or platforms relevant to Vivtechnologies' product offerings.
Knowledge of programming languages or software development principles.
Previous experience in a role that involved training or educating clients on technology products.
Familiarity with data analysis tools or techniques to assess customer feedback and product usage.
Multilingual abilities, particularly in languages relevant to our customer base.
Skills & tools Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
Experience with customer support software such as Zendesk, Freshdesk, or similar platforms.
Strong analytical skills to assess customer needs and product performance.
Ability to create and maintain documentation, including user guides and FAQs.
Familiarity with remote support tools and techniques.
Practical notes This position is based in Toronto, Ontario, and is a full-time role. Candidates must possess valid work authorization for Canada. The salary for this position is competitive and will be determined based on the candidate's experience and qualifications.

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📌 Product Support Specialist (Ontario)
🏢 Vivtechnologies
📍 Ontario