Customer Support Specialist

Job Description

Customer Support Specialist

Location:

Remote, Ontario, CAN

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About The Role

Madgex have been providing career center technology for over 20 years. Our software is used by many of the world's most successful, well-known brands providing a full range of tools needed to run a profitable online recruitment business.

We’re looking for a Customer Support Specialist based in Canada to join our team. You must be able to work flexibly between 08:00 and 18:30 Monday – Friday.

In this role, you will provide exceptional customer support to help our clients succeed. You will become an expert in the products you support and confidently troubleshoot technical issues.

We are looking for an empathetic and supportive team member who is passionate about personal growth and continuous learning. As a proactive problem solver, you should demonstrate initiative and curiosity, always eager to find answers through trial and error, technical troubleshooting, reviewing documentation, and collaborating with other teams.

Job Duties & Responsibilities

• Provide ticket and phone support to our B2B client base, including video calls.
• Validate and triage bugs.
• Technical trouble-shooting
• Fulfil client requests using internal tools where applicable.
• Answer product-related questions.
• Collaborate with the product and engineering teams to escalate and resolve complex issues.
• Communicate cross-departmentally and advocate for clients within Madgex.
• Maintain, update, and audit internal and client-facing documentation.
  
  

Required Skills/experience

• 1-2 years of experience in a customer support role (SaaS/B2B preferred).
• Ability to troubleshoot technical issues and provide clear instructions.
• Excellent problem-solving skills and attention to detail.
• Customer-focused mindset.
• Proven ability to work with a wide range of teams — including developers, Product and Customer Success — with excellent interpersonal and communication skills.
• Comfortable with fast context switching, handling escalations while also managing ticket queues.
• Ability to learn and understand software products.
• Strong prioritization and organizational skills.
• Fast, self-driven learner and eager to take on new challenges.
• Basic knowledge of HTML
  
  

Additional Skills (ideal But Not Necessary)

• Experience in a B2B SaaS technical support role
• Familiarity with ticketing systems such as Freshdesk or Zendesk.
• Understanding of APIs
• Experience with Google products like Google Tag Manager, Google Search Console and Google Analytics.
  
  

Salary Range

53,000 CAD to 72,333 CAD

About Wiley

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.