Technical Support Specialist Level 1

Location: North Interlake (Stonewall)

Vidir Solutions Inc., Elevating Careers and Community

“We rise by lifting others” – Robert Ingersol

Working at Vidir is about more than just being an employee; we work hard and we genuinely care about others while we do it. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level.

At Vidir, you’re part of the family and this is our family culture.

What makes a Vidir Hero? Someone who sets and achieves goals, sees creative solutions, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well.

With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards in your career as you advance at one of Canada’s Top Small and Medium Business Employers. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays!

Our mission is to “ Make the world’s products safely accessible ”. We are looking for caring, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s.

“The World needs more of who you were made to be.” – Joanna Gaines

THE OPPORTUNITY

Level up your career as a  Technical Support Specialist - 1

This is a hands-on, customer-facing support role— not an IT helpdesk position.

As a Technical Support Specialist – Level 1, you will be the first point of contact for customers seeking support with their vertical storage systems after installation. You’ll play a key role on our Service Team, providing exceptional customer service, managing ERP-based service workflows, and supporting the team by triaging calls, walking customers through existing troubleshooting guides, and escalating complex issues when needed.

Your day-to-day involves answering and escalating calls, coordinating with internal teams, managing Syteline ERP and email-based workflows, scheduling and dispatching technicians, and using the Service Channel work order management system.

Responsibilities

Act as the first point of contact for support inquiries, providing a friendly, professional experience for every customer.

Schedule service and coordinate with service partners to ensure timely and organized support.

Maintain accurate and detailed records of service requests, technician updates, and customer interactions using the ERP system for future reference, reporting, and invoicing.

Triage incoming calls by identifying the level of support required, resolving what you can and forwarding complex issues to Technical Support Specialists – 2.

Provide exceptional customer service rooted in our HEROICS values—demonstrating honesty, empathy, responsibility, ownership, inclusion, community spirit, and a commitment to safety in every interaction.

Qualifications

Customer Service Experience – Prior experience in a customer-facing role is strongly preferred. especially in a support or service environment.

ERP System Knowledge – Experience using Enterprise Resource Planning (ERP) software, such as Syteline, SAP, Microsoft Dynamics, or similar, is an asset. You’ll use these tools to log service requests, track customer history, and manage workflow.

Data Entry & Administration – High attention to detail and accuracy in documentation and record keeping is essential. Following existing templates…