Associate Support Specialist

Provides day-to-day client advice, working to maintain strong client relationships

Under general direction, assists business owners and stakeholders in defining business and system requirements

Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues

Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met

Communicates client requirements to operational teams when applicable

Required Knowledge and Skills

Bachelor’s degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.

At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred.

Communicates clearly with clients via phone, email, and chat

Responds to basic client support inquiries, ensuring they are handled in order of priority

Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues

Performs administrative duties including account and user maintenance

Delivers outcomes using good interpersonal skills and organizational skills

Embraces collaborating with teammates

Ability to work occasional overtime during high volume periods

Knowledge of other Notified service offerings

Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability

Applies general knowledge of business developed through education or past experience

No supervisory responsibilities; accountable for developing technical contribution

Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments

Exchanges straightforward information, asks questions and checks for understanding

Displays demonstrated knowledge of, and ability to use and learn various technology tools

Compensation

Our salary range for this role is $48,000 - $50,000 CAD annually and is commensurate with experience, skills and location.

EQ is recognized as a Top Employer in US, UK and India! Together we offer more than a job, we offer a place to grow. Through hands-on experience, real-world projects, and access to industry-leading tools, you’ll have what you need to build a meaningful career. You’ll join a diverse, global team united by innovation, collaboration, and a shared passion for what we do. With flexible work options, competitive pay, wellness benefits, and a people-first culture, we support your success - both at work and beyond.

Please note any offer of employment is subject to satisfactory pre-employment screening checks.