Technical Support Specialist - T1

Appdirect
Toronto
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 1-2 yearsSkills: ["Customer obsession","Clear communication","Documentation","Calm under pressure","Ownership"]

Serve as the first point of contact for inbound AppDirect customer and partner support via tickets, chat, and email. Troubleshoot and resolve issues across account management, subscription provisioning, billing, and third-party integrations. Document every case with clear steps in Zendesk (or equivalent), escalate complex problems to Tier 2/3 with strong handoff notes, and help maintain knowledge base content. Meet SLA, CSAT, and FCR KPIs while surfacing recurring trends to improve the platform.

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FursaFursa
Appdirect
Appdirect
6 hours ago

Technical Support Specialist - T1

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Source: Company careers pageValidated by: Fursa AI
Last checked: 43 minutes agoStatus: Live

Job Summary

Serve as the first point of contact for inbound AppDirect customer and partner support via tickets, chat, and email. Troubleshoot and resolve issues across account management, subscription provisioning, billing, and third-party integrations. Document every case with clear steps in Zendesk (or equivalent), escalate complex problems to Tier 2/3 with strong handoff notes, and help maintain knowledge base content. Meet SLA, CSAT, and FCR KPIs while surfacing recurring trends to improve the platform.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Act as the first point of contact for inbound support tickets, chats, and emails from customers and partners.
  • •Troubleshoot and resolve issues across account management, subscription provisioning, billing, and third-party integrations.
  • •Document cases with clear, reproducible steps in the ticketing system to enable fast escalation and knowledge sharing.
  • •Escalate complex or unresolved issues to Tier 2/Tier 3 with complete handoff notes.
  • •Maintain internal knowledge base and customer-facing FAQs, and monitor SLA, CSAT, and First Contact Resolution (FCR) KPIs while surfacing recurring trends.

Key Requirements

  • •1–2 years of experience in a technical support, customer support, or help desk role, ideally in a SaaS or subscription-based environment.
  • •Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users.
  • •Hands-on experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar tools.
  • •Strong troubleshooting skills—systematically isolate, replicate, and document issues before escalating.
  • •French language proficiency is a plus.
Experience:1-2 yearsSaaSSubscription-based
Skills:Customer obsessionClear communicationDocumentationCalm under pressureOwnership
Languages:EnglishFrench
Tech Stack:ZendeskSalesforce Service CloudHTMLJSONREST APIs

Company Brief

Appdirect
Provides a cloud commerce platform enabling businesses and service providers to sell, distribute, and manage subscriptions, digital services, and third-party applications through marketplaces and billing/commerce tools.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn