Support families and care partners with setup and troubleshooting for Pontosense and Silvie in Toronto or Waterloo, using a hybrid work model.
As a Customer Support Specialist, you handle customer questions and issues across calls, emails, and chats. You support families at home and care organizations, resolve cases, and collaborate with the BPO support team. You also create help centre content and share recurring customer insights with product and engineering.
Key Responsibilities: Resolve family and care partner tickets from start to finish
Guide customers through setup and troubleshoot product issues
Handle escalations requiring additional context, time, or follow-up
Write transparent help centre articles and customer guides
Share ticket patterns with product and engineering teams
Requirements: Hands-on approach to customer support and problem ownership
Ability to communicate kindly and directly
Willingness to support both Pontosense and Silvie customers
Comfort working alongside a BPO support team
Commitment to reliable follow-through and ownership
Bring setup, troubleshooting, escalation handling, and customer insight skills to support families using Pontosense and Silvie.

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📌 Customer Support Specialist Pontosense Silvie (Ontario)
🏢 Pontosense
📍 Ontario