Remote Technical Support Specialist Part Time Jobs Canada

RemoteFirst Canada provides Tier 1 and Tier 2 technical support services to SaaS companies, internet service providers, and consumer electronics brands. Our remote support specialists handle inbound technical issues via phone, email, and live chat, troubleshooting hardware and software problems and walking customers through solutions with clarity and patience. We are hiring part-time Remote Technical Support Specialists to join our Canadian team — no commute, no office, just focused technical problem-solving from home.

The ideal candidate for this role is someone who genuinely enjoys figuring out why something is not working and explaining the fix in plain language. You do not need to be a software engineer — but you do need to be the kind of person friends and family call when their technology acts up, because you already know how to think through a problem systematically and communicate clearly with non-technical users.

What Your Support Shifts Involve:

You log in, review the day's known issues and recent patch notes, and begin handling incoming support contacts. You diagnose reported issues using structured troubleshooting trees, escalate anything beyond your tier to the senior support team, and close each ticket with a resolution note and a follow-up confirmation sent to the customer. Average handle time is eight to twelve minutes per contact.

Responsibilities:

• Handle inbound technical support contacts via phone, live chat, or email for assigned client products
• Diagnose software, connectivity, account, and hardware issues using structured troubleshooting protocols
• Walk customers through step-by-step resolutions clearly and patiently regardless of their technical level
• Escalate complex or unresolved issues to Tier 2 or Tier 3 teams with detailed case notes
• Update and close tickets in the support platform with accurate resolution documentation
• Identify recurring issues and report patterns to the product or engineering team via the feedback channel
• Contribute to the internal knowledge base by writing articles for newly resolved issue types
• Meet client-defined CSAT, AHT, and first-contact resolution targets on a monthly basis

Requirements:

• Strong analytical and logical troubleshooting ability — you think in steps, not guesses
• Excellent verbal and written communication skills in English; French is a major asset
• Comfortable navigating Windows and macOS environments as well as mobile platforms (iOS and Android)
• Familiarity with networking basics including Wi-Fi troubleshooting, IP configuration, and browser settings
• Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow is preferred
• Quiet home workspace with reliable internet — you will be on calls and handling chats simultaneously

What We Offer:

• $19–$26/hr based on tier level and client account complexity
• Flexible scheduling with morning, afternoon, and evening shift options available
• Fully remote — work from any province or territory in Canada
• Paid product training and technical certification for all client accounts
• Clear progression from Tier 1 to Tier 2 specialist within six to twelve months based on performance
• Collaborative remote team with regular knowledge sharing sessions and peer support

If you are a calm, methodical troubleshooter who enjoys helping people get their technology working again, we would love to have you on our support team. Apply today.