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 explicit 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.

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