Job Overview: We are seeking a proactive, client-focused Technical Support & Onboarding Specialist to join our team. This role is structured as 70% technical support and 30% client training and onboarding. You will serve as the primary point of contact for technical inquiries, manage support requests in the inbox, lead remote and on-site training sessions, and host regular client webinars to ensure our users get maximum value from our platform.

- Schedule & Workweek: This position operates on a 5-day workweek that includes working every Saturday. The schedule consists of 4 weekdays and Saturday, with one designated weekday off per week along with Sunday to complete your 2-day weekend.

Key Responsibilities

- Support Inbox Management (70%): Monitor, prioritize, and respond to incoming customer support requests and integration inquiries in a timely, qualified manner.
- Client Onboarding & Hands-On Training (30%): Conduct comprehensive product training sessions—both virtually and on-site at client locations—to ensure smooth adoption and workflow optimization.
- Webinar Host & Facilitator: Plan, host, and deliver regular live webinars to train groups of end-users on platform updates, best practices, and advanced features.
- Issue Resolution & Escalation: Troubleshoot technical issues, track ongoing customer requests, and coordinate with technical teams to resolve complex integration or product bugs.
- Client Relationship Building: Serve as a trusted advisor to key contacts, providing clear communication, follow-ups, and proactive solutions to meet client needs.
- Documentation & Feedback: Maintain accurate support records,



document common user questions, and gather feedback to help drive product improvements.

Qualifications & Requirements

- Experience: 2+ years of experience in technical support, customer success, software training, or client-facing operations.
- Schedule Availability: Able to work a permanent 5-day shift schedule that includes working every Saturday (with a dedicated weekday off).
- Presentation & Public Speaking Skills: Confident and engaging communicator with experience conducting live webinars or presenting to group audiences.
- Communication: Excellent written and verbal communication skills with a knack for explaining technical concepts clearly to non-technical users.
- Travel Flexibility: Willingness and ability to travel locally/regionally for scheduled on-site client visits and training sessions.
- Transportation: Possess a valid driver’s license and reliable personal transport
- Technical Aptitude: Familiarity with helpdesk systems, email ticket management, CRM platforms, or software tools is a strong plus.
- Problem-Solving: Strong organizational skills with the ability to manage multiple open support tickets and training projects simultaneously.

Pay: From $22.00 per hour

Expected hours: 40.0 per week

Benefits

- Paid time off
- Work from home

Application question(s):
- Do you have access to a vehicle?

Experience:
- Customer support: 2 years (preferred)

Language:
- English (required)

Licence/Certification:
- Driving Licence (required)

Location:
- Greater Toronto Area, ON (required)

Work Location: Hybrid remote in Greater Toronto Area, ON

📌 Technical Support & Onboarding Specialist (Greater Toronto Area)
🏢 Traffic Management Services
📍 Greater Toronto Area