Technical Support Representative

• Client Support : Provide friendly and professional technical assistance to clients via phone, chat, and email, addressing “how-to” and product usage needs.
• Issue Diagnosis : Troubleshoot reported issues by gathering details, isolating the root cause, and providing clear, effective resolution steps.
• Case Management : Manage assigned cases through to resolution, including prioritization, follow-up, and timely closure.
• Documentation : Maintain accurate and thorough case notes for all interactions, including issue details, troubleshooting performed, and outcomes.
• Escalation Management : Escalate defects, outages, and complex issues using established processes and provide complete context for efficient handoff.
• Knowledge Contribution : Utilize and contribute to internal knowledge resources to improve consistency and reduce repeat issues.
• Training Participation : Participate in ongoing product, process, and tool training to maintain current knowledge and improve service quality.
• Data Stewardship : Follow policies and best practices for customer verification, privacy, and secure handling of customer information in all support interactions.
• Shift Coverage : Be available to work various shifts during published support hours to ensure clients can receive timely, professional assistance throughout coverage windows.
• Support Principles : Adhere to the team’s defined Support Principles and apply them consistently in daily work and customer interactions.
• Additional Duties: Perform other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Strong customer service skills : demonstrates patience, empathy, and professionalism
• Effective troubleshooting skills : able to investigate issues and determine next steps
• Excellent written and verbal communication : able to explain concepts to users with varying skill levels and document clearly and accurately
• Adaptability : learns new systems and workflows quickly and adjusts effectively as processes and products evolve
• Strong organization and prioritization skills : able to manage multiple tasks in a fast-paced environment
• Reliable teammate: consistently follows through, supports team workload, and uses sound judgment on when to ask for help or escalate

• 2+ years of customer-facing experience in customer service, technical support, or a related role
• Bachelor’s degree preferred
• Experience training, teaching, coaching, or presenting information to others is a plus
• Familiarity with relational databases and basic reporting concepts (e.g., querying/filtering data) preferred

We believe great work deserves great rewards — and that when SofterWare succeeds, our team members should share in that success.

This full-time, remote position offers a total compensation range of $55,000–$60,000 CAD, depending on your experience and skills.

Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth.

Total Compensation includes:

• Competitive base salary
• Quarterly incentive bonuses
• Monthly profit-sharing bonus

We’re proud to offer a comprehensive and competitive benefits package, including:

• Paid time off and volunteer days
• Group Insurance through Sun Life

• Professional Development and Education Assistance
• Matching gifts program
• Employee Assistance and Wellness Programs

DonorPerfect Canada is proud to be an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. We are committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive.

Ready to make an impact with a team that empowers nonprofits every day?

Apply now and help us build a better world through technology and compassion.