Customer Support Specialist – Remote (Canada)

About the role

Gordian is seeking a results‑driven Customer Support Specialist to assist internal and external users of its building intelligence solutions. The role is fully remote and focuses on delivering prompt, accurate answers to product, billing, and technical inquiries while maintaining high customer satisfaction.

Key responsibilities

• Provide support via phone, email, chat, and online help channels.
• Answer general product and order questions and assist with billing, refunds, replacements, and cancellations.
• Offer how‑to guidance and troubleshoot software errors, escalating when necessary.
• Log all customer contacts in the ticketing system and ensure timely responses within SLA.
• Identify improvement opportunities and contribute to system performance enhancements.

Required profile

• Previous call‑center or customer‑support experience preferred.
• Strong written and oral communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable working with limited supervision and rotating shifts.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft SharePoint
• Salesforce

What we offer

• Comprehensive benefits package including medical, dental, vision, life and LTD insurance.
• Health Savings Account (HSA) and 401(k) retirement plan.