Software Support Specialist

Job Summary

As a Software Support Specialist, your mission is to ensure every user feels confident and empowered when using our software. You are the bridge between our technology and our customers, committed to solving problems efficiently, communicating clearly, and delivering an exceptional support experience. You take ownership of challenges, strive to understand the user's perspective, and work proactively to turn technical issues into lasting solutions.

Main Responsibilities

• Respond to and resolve software-related inquiries and support tickets via email, phone, or chat
• Diagnose, troubleshoot, and escalate technical issues as needed to appropriate internal teams
• Guide users through step-by-step solutions in a clear, professional manner
• Document and track support interactions, issues, and resolutions in the ticketing system
• Collaborate with QA and development teams to report bugs and suggest improvements
• Contribute to internal and external knowledge base articles and user documentation
• Maintain a high level of customer satisfaction and ensure timely follow-ups on open issues

Skills Required

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience)
• 1–3 years of experience in a software support or help desk role
• Strong problem-solving skills and ability to troubleshoot technical issues
• Excellent communication and interpersonal skills
• Familiarity with support tools such as Zendesk, Jira, or similar platforms
• Understanding of web-based applications, APIs, databases, and general software architecture is a plus
• Fluent in French and English, both written and spoken.
• Experience in asset reliability, maintenance, or technical solution implementation (a major asset).

What We Offer

• Hybrid work environment
• Comprehensive medical and dental insurance
• Opportunities for professional growth and career development
• RRSP contribution program

About us

Spartakus Technologies is a leading provider of industrial maintenance solutions, specializing in Spartakus APM software. Our tools enable organizations to streamline their maintenance processes, maximize reliability, and optimize performance across their operations.

In accordance with Bill 96, this position requires proficiency in English in order to serve clients in Atlantic Canada and interact with suppliers in the United States, ensuring effective communication and operational efficiency.