Customer Support Specialist (Tier 1)

About the role

Granum is seeking a Tier 1 Customer Support Specialist to join its remote team. You will be the first point of contact for landscapers and arborists using Granum’s software ecosystem, helping them resolve issues quickly and efficiently.

Key responsibilities

• Field tier‑1 customer inquiries via phone, email, chat, and ticketing system across multiple products.
• Troubleshoot and resolve technical problems, providing clear, actionable solutions.
• Identify, document, and escalate bugs to the development team.
• Contribute feedback to improve support processes and overall customer experience.
• Create and maintain knowledge‑base content such as FAQs, help‑center articles, and internal documentation.

Required profile

• Excellent written and verbal communication skills.
• Strong problem‑solving mindset with attention to detail.
• Ability to work independently in a fully remote environment.
• Customer‑focused attitude and willingness to go the extra mile.

Required skills

• Technical writing for knowledge‑base articles.
• Experience using ticketing systems and handling multi‑channel support (phone, email, chat).

What we offer

• Competitive salary ranging from $55,000 to $65,000 CAD per year.
• Fully remote work arrangement across the US and Canada.
• Opportunity to work with industry‑leading landscaping software solutions.
• Collaborative, award‑winning company culture that values transparency and growth.