iQmetrix is a global provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is an AI-native telecom commerce platform that acts as a system of intelligence. It replaces fragmented legacy stacks with a modern, modular operating layer, connecting telcos, retailers, and OEMs into one flow across channels and markets. For 26 years, we’ve been passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, and expertise that enables them to adapt and thrive. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. We are purpose-driven, helping individuals connect to the meaning in their day-to-day work. Additionally, we are currently on the road to building a diverse and inclusive environment. Reports to: Support Solutions Lead
Salary: $45,000 - $54,000 CAD
You’ll join the Support Solutions team, which helps iQmetrix clients and partners keep their stores running. The team works closely together in Slack and partners with Technical Support (Support Solutions II), Client Enablement, Development, Product, and Account Management to solve issues quickly and keep improving how we support clients.
As a Client Support Specialist, you are the first point of contact for clients and partners who need help with the iQmetrix suite of products, including RQ, RQmobile, iQ Storefront, and the growing iQ Platform. You own the front end of the support experience: taking in and triaging every recent case in the Support queue, solving issues at first contact wherever possible, and handing off well-documented escalations to Technical Support (Support Solutions II) when deeper investigation is needed.




This is a full-time contract role covering maternity leave until approximately May 31, 2028, with a possible (not guaranteed) opportunity to convert to a permanent position, depending on business needs.
Own the Support queue. Triage new cases from email, chat, and other channels, set priority based on business impact, and acknowledge every case within SLA.
Front-line support: Be the main point of contact for live chat during client support hours, managing several conversations and cases at once.
Troubleshooting: Gather key details (screenshots, error messages, logs, steps taken), reproduce issues where possible, and resolve them at first contact using our knowledge base, past cases, and AI-assisted tools.
Escalate product defects and complex issues to Technical Support or Development with a clear, complete write-up so they can act right away.
Spot service disruptions and recurring issues early and raise them through the right process.
On-call support: Take part in an on-call rotation covering after-hours, weekends, and statutory holidays for business-blocking issues.
Build knowledge across the iQmetrix product suite, work closely with other teams, and take part in team meetings and planning.
Client support hours are Monday to Friday, 10:00 AM to 7:00 PM ET. Working hours are scheduled to ensure Support queue and chat coverage within this window.
Outside of client support hours, support is provided through the on-call rotation for business-blocking issues and outages only.

Strong written and verbal communication skills,



including the ability to explain technical issues clearly to non-technical users
Min 1-2 years of Experience in customer support, technical support, or help desk roles
Familiarity with Salesforce Service Cloud or similar case management systems
Ability to troubleshoot and investigate technical issues methodically, including reviewing screenshots, error messages, and application logs
Comfort using AI tools as part of daily work, with the judgment to verify AI-generated output before relying on it
Willingness to participate in on-call rotations, including evenings, weekends, and statutory holidays
Knowledge of iQmetrix products is an asset (training provided)
Experience in retail, point-of-sale, or wireless/telecom environments is an asset
Begin your journey with a competitive starting salary!
Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program.
We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.
Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance.
Give back with up to 6 days of paid time off annually for volunteering or personal learning.
Your team, the company, and the well-being of others come before your personal agenda—you’re an ally to your colleagues and the community.
You recognize diversity in the world, listen to others, and consider all perspectives.
We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We are a hybrid work environment, remote and in-office for all employees in an office city.
You can view our job applicant privacy policy here .

📌 Client Services Support Officer (m/f) (H/F)
🏢 iQmetrix
📍 Regina