Client Support Specialist

iQmetrix is a global provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is an AI-native telecom commerce platform that acts as a system of intelligence. It replaces fragmented legacy stacks with a modern, modular operating layer, connecting telcos, retailers, and OEMs into one flow across channels and markets. The result is less complexity, lower cost, and the speed to move ahead.

For 26 years,we'vebeen passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, andexpertisethat enables them to adapt and thrive. Our solutions power $17BN in sales annually, handlingnearly 53million invoices and more than 28 million activations, and are used by more than 370,000 telecom retail professionals across almost 1,000 clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe.

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We are on a self-management journey. As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. Decisions are meant to be distributed to the people who are best able to make the decisions which means more freedom for individuals to contribute at their highest levels. We are purpose-driven, helping individuals connect to the meaning in their day‑to‑day work.

Additionally, we are currently on the road to building a diverse and inclusive environment. Working at iQmetrix means always looking at ways to be better.

Support Solutions Lead

$45,000 - $54,000 CAD

You'll join the Support Solutions team, which helps iQmetrix clients and partners keep their stores running. The team works closely together in Slack and partners with Technical Support (Support Solutions II), Client Enablement, Development, Product, and Account Management to solve issues quickly and keep improving how we support clients.

As a Client Support Specialist, you are the first point of contact for clients and partners who need help with the iQmetrix suite of products, including RQ, RQmobile, iQ Storefront, and the growing iQ Platform. You own the front end of the support experience: taking in and triaging every new case in the Support queue, solving issues at first contact wherever possible, and handing off well‑documented escalations to Technical Support (Support Solutions II) when deeper investigation is needed.

This is a full‑time contract role covering maternity leave until approximately May 31, 2028, with a possible (not guaranteed) opportunity to convert to a permanent position, depending on business needs.

• Case intake and triage: Own the Support queue. Triage new cases from email, chat, and other channels, set priority based on business impact, and acknowledge every case within SLA.
• Front‑line support: Be the main point of contact for live chat during client support hours, managing several conversations and cases at once.
• Troubleshooting: Gather key details (screenshots, error messages, logs, steps taken), reproduce issues where possible, and resolve them at first contact using our knowledge base, past cases, and AI‑assisted tools.
• Using AI tools: Use AI‑generated triage summaries and assistants to speed up research, and check their suggestions against the facts before acting on them.
• Escalations: Escalate product defects and complex issues to Technical Support or Development with a clear, complete write‑up so they can act right away.
• Client communication: Communicate clearly and with empathy, often with retail staff dealing with a live, business‑blocking issue. Set expectations, give timely…