Aquila
Aquila
1,001 – 5,000 Employees
H1B Visa SponsorEnterpriseSaaS
Aquila partners with software operators to help them navigate transitions, scale their businesses, and build lasting success. Focused on category leaders across SaaS and enterprise software, the company takes a long-term approach to supporting operators as they strengthen their organizations and pursue their next stage of growth.

Remote Customer Support Specialist in Canada

Support clients using alternative-lending software across the United States and Canada. Troubleshoot technical issues, guide users, and improve support workflows in a fully remote role.

Description

  • Triage incoming support requests received by email and phone
  • Create tickets as needed and resolve customer issues efficiently
  • Handle password resets and questions about software functionality
  • Provide real-time support through phone, chat, and email
  • Follow up consistently to confirm resolution and client satisfaction
  • Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge
  • Partner with Developers and Business Analysts to develop client-focused solutions
  • Participate in team communication channels, meetings, training sessions, and webinars
  • Collect client feedback and relay enhancement requests to Product and Development teams
  • Train clients on newly released features
  • Support ongoing learning, knowledge sharing, and process improvement

Requirements

  • At least two years of experience in technical customer support
  • Experience in a startup or high-growth environment is preferred
  • Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time
  • Proficiency with Microsoft Office, databases, and remote access tools
  • Ability to learn new tools, technologies, releases, and functionality quickly
  • Ability to adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms
  • Analytical, detail-oriented, and client-focused approach
  • Strong critical-thinking, problem-solving, and organizational abilities
  • Excellent verbal and written communication skills
  • Ability to explain technical guidance to non-technical audiences
  • Ability to collaborate effectively in a virtual environment
  • Sound judgment, responsiveness, and respect for differing perspectives

Benefits

  • Fully remote work arrangement
  • Opportunities for continuous learning
  • Internal mobility and advancement opportunities within Infinity, Aquila, or another business line
  • Coaching and career development support
  • Virtual interview process
  • Accommodations available upon request for candidates with disabilities

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