As a Customer Support Specialist, you are the first point of contact for our customers and partners, with a primary focus on North America and additional coverage for other English- and French-speaking customers. You handle everything from routine questions to complex technical issues around our coolant automation solutions (hardware, software, etc.), resolving cases end to end yourself rather than passing them along, and escalating only when a case genuinely goes beyond your scope. You do this in a small team with short decision paths, drawing on broad product knowledge you build up over time.Handle support requests from customers and partners in English and French, written and verbal, covering both administrative topics and technical issues ranging from routine questions to complex cases, across our full product rangeDiagnose and resolve customer issues within your scope; Escalate cases you cannot resolve yourselfCoordinate device replacement cases for your customers, with a primary focus on North America, ensuring quick and smooth handling given the absence of on-site serviceDevelop and maintain self-help content and support documentation to reduce recurring inquiries and support customer self-sufficiencySystematically capture and forward customer feedback to continuously improve our products and processes,



in collaboration with the relevant teamsParticipate in projects and take on additional tasks as needed, contributing to the ongoing development of Liquidtool's support organizationRequirementsCompleted vocational training or a degree in a technical or commercial field, or a strong demonstrated affinity for IT and technical topicsMinimum 3 years of experience in a customer support role, ideally in a technical and/or SaaS environmentFluent in English and French, both written and spoken (excellent proficiency in the other)Strong analytical and troubleshooting skills, with the willingness and ability to build up broad knowledge across our coolant automation solutions (hardware, software, etc.) in order to diagnose and resolve most customer requests independentlyAn open, empathetic, and personable communicator who enjoys working with customers and internal teamsSelf-motivated, accustomed to independent work, and comfortable structuring your own workloadKnowledge of or experience in CNC machining or manufacturing environments is an advantageWillingness to travel up to 10%, for on-site trainings, occasional visits to headquarters, and occasional customer visits for select special casesMeasures for performance evaluationQuality and quantity of resolved support cases (Support KPI)Appropriate use of escalation when neededWork Location- Remote in Montreal, Canada

📌 Customer Support Specialist (Calgary)
🏢 Blaser Swisslube
📍 Calgary