Technical Support Representative
Readymode is looking for a technically sharp, customer-focused Support Representative who becomes the expert voice our customers rely on when it matters most. You'll troubleshoot VoIP and connectivity issues, onboard new users, and work cross-functionally to close problems fast. But more than that, you dig in, see things through, and keep customers informed every step of the way, all while contributing to a knowledge base that makes the whole support operation smarter over time.
Schedule: Monday to Friday with rotating Saturdays. Shifts run 10am-6pm and 11am-7pm PST. * This is subject to change as needed.
What You'll Do
- Own support tickets end-to-end via phone, email, and chat, from first contact to resolution.
- Diagnose and resolve VoIP, connectivity, and software configuration issues.
- Onboard and train new customers on the Readymode platform.
- Partner with product and engineering teams on escalations and recurring issues.
- Maintain and improve knowledge base articles, FAQs, and troubleshooting guides.
- Document issues and errors using internal tools to spot trends and drive improvements.
- Prioritize requests based on urgency and impact, adhering to SLA commitments.
What You Bring
- A certificate or diploma in a technology field, or at least one year of technical support experience.
- Comfort troubleshooting across multiple versions of Microsoft Windows.
- Strong communication skills: you explain things clearly and listen even better.
- A customer-first mindset and the patience to match.
- You move fast and follow through: open tickets don't sit, they get solved.
- Genuine curiosity about software and technology.
- Ability to thrive in a fast-paced environment where things change quickly.
Perks & Benefits
- Full benefits package starting Day 1
- Group RRSP matching
- Employee Stock Option Plan
- Education and training grant (year two)
- Company computer provided
- Remote and flexible work
Top Skills
What We Do
We empower businesses to maximize efficiency, boost productivity, and grow their revenue—all at an affordable cost.
In 2014, our founder and CEO, Jason Jantz, leveraged his 25+ years of industry experience to build a platform that meets the specific needs of call centers and sales teams. Readymode (formerly Xencall) is a hybrid-cloud solution that provides businesses with the flexibility they need, leveraging the benefits of both cloud-based and on-premise systems.
Readymode also helps you get the most out of your leads with advanced features like fully integrated CRM, built-in compliance tools, real-time reporting and analytics, and an industry-leading predictive dialer.
Whether you're looking to streamline operations or scale your business, Readymode is more than just software; we’re your partner in success.
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