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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.
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Technical Customer Support Specialist – Canada Remote

Provide technical customer support for Infinity’s alternative-lending software, helping clients resolve issues, learn new functionality, and improve their experience across the United States and Canada.

CACanadaUSUnited StatesRemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support

Description

  • Handle incoming support requests by triaging emails and calls, creating tickets as needed, and resolving issues efficiently
  • Address customer concerns ranging from password resets to product functionality questions
  • Deliver real-time assistance through phone, chat, and email
  • Follow up consistently to confirm resolution and maintain client satisfaction
  • Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge
  • Work with Developers and Business Analysts to develop client-focused solutions
  • Share relevant findings through group communication channels
  • Attend team meetings, training sessions, and webinars
  • Collect client feedback and relay enhancement requests to Product and Development teams
  • Train clients on new product releases
  • Take part in ongoing learning and knowledge sharing to improve team processes
  • Support a portfolio of 20 to 40 clients across the United States and Canada

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 (PST)
  • Proficiency with Microsoft Office, databases, and remote access tools
  • Ability to learn new tools, releases, and product functionality quickly
  • Ability to adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms
  • Analytical, detail-oriented, and client-focused working style
  • Strong critical thinking, problem-solving, and organizational abilities
  • Ability to recognize patterns, reference previous resolutions, and build on existing documentation
  • Excellent written and verbal communication skills
  • Ability to explain technical guidance to non-technical audiences
  • Ability to collaborate effectively in a virtual work environment
  • Responsive approach and sound judgment
  • Respect for differing perspectives and commitment to inclusivity

Benefits

  • Fully remote work arrangement
  • Full-time employment
  • Opportunities for continuous learning
  • Internal mobility and advancement opportunities within Infinity, Aquila, or another business line
  • Coaching and career development support
  • Collaborative remote work environment
  • Virtual interview process
  • Accommodations available upon request throughout the selection process

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