Job Title: Technical Support Specialist BOSS

Reports to: Sr. Team Lead, Customer Success

About us

M3-Tech is a Fintech, proud to be part of the M3 Group and serving over 8500 independent brokers providing $65 Billion in mortgage origination. With over 70 M3 Techies already on board and offices in Montréal, Toronto and Vancouver, we believe in combining creativity and new technologies to deliver innovative solutions to our industry. We are focused on making our mark by providing the best mortgage experience for mortgage borrowers, brokers and lenders.

About the role The incumbent will contribute to our organization’s success by delivering exceptional customer-

centric support, strong technical aptitude, bilingual communication skills (English/French), and effective support for client campaigns and reporting.

This is an intermediate-level role supporting customers, campaigns, and reporting within a structured, measurable support workplace.

Key Responsibilities:

Customer & Technical Support

- Handle inbound calls and emails in both English and French to provide technical assistance and customer intelligence.
- Provide excellent customer service on all interactions, ensuring a professional, empathetic, and solutions-oriented experience.
- Become a subject matter expert in the company’s technology platforms, tools, and services.
- Take ownership of customer issues from initial contact through resolution.
- Troubleshoot and resolve technical issues efficiently, escalating when necessary and ensuring timely follow-up.
- Log customer requests, incidents, and resolutions into the ticketing system accurately and consistently.




- Handle calls in a timely and professional manner in accordance with company policies,

procedures, and service-level targets.

- Efficiently enter and maintain customer data within company software systems.
- Receive and incorporate feedback to improve individual performance and overall service quality.
- Connect and build rapport with existing and new customers, understanding their evolving needs.

Email & Platform Support

- Support customers with O365 email-related services, including email account setup, forwarding,

password resets, basic security, and advanced troubleshooting.

- Assist customers using the Mailgun Relay service, including real-time email tracking, analytics, log analysis for delivery failures, and email address validation to improve mailing lists.

Campaign & Reporting Support

- Support client campaigns, including setup, coordination, monitoring, and post-campaign follow-

up.

- Assist in preparing basic campaign and performance reports, helping clients understand key metrics, trends, and outcomes.
- Maintain accurate campaign and reporting data within internal systems.
- Collaborate with internal technical, product, and operations teams to address campaign-related issues or enhancements.





Performance & Collaboration

- Meet or exceed defined SLAs, quality standards, and customer satisfaction targets.
- Balance efficiency with quality while managing multiple customer requests in a fast-paced environment.

Required Qualifications

- Fluency in English (verbal and written) required.
- 2-3 years experience in customer service with a strong emphasis on client satisfaction.
- High school diploma required; post-secondary education in IT or a related field is considered an asset.
- Excellent computer literacy and technical troubleshooting skills.
- Strong multitasking abilities in a structured, target-driven environment.
- Strong listening, verbal, and written communication skills.
- Ability to ask probing questions, understand customer concerns, and resolve or overcome issues effectively.
- Professional, friendly, and customer-focused attitude.
- Ability to quickly build trust and rapport with customers over phone and email.
- Experience in a sales, call centre, technical support, or customer-facing environment (asset).
- Experience with ticketing systems, CRM platforms, email tools, or campaign/reporting tools is an asset.
- Willingness to continuously learn and develop technical, campaign, and reporting skills.

We are M3 Tech a division of M3 Financial Group, an equal opportunity employer for diversity and inclusion and we do not discriminate based on status or legally protected characteristics, including minorities/women/sexual orientation/gender identity/disability, and we are happy to consider all qualified individuals.

📌 Technical Support Specialist (Vancouver)
🏢 M3 Tech
📍 Vancouver