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Tech Support Specialist


Who we are
Quickpass Cybersecurity is a rapidly growing venture backed Software as a Service (SAAS) provider of Helpdesk Security Automation and Privileged Access Management (PAM) solutions for the Managed IT Services (MSP) industry. MSPs in 13 countries depend on Quickpass to deliver its critical solutions. Quickpass offers two products: Q Desk and Q Guard. Q Desk empowers help desks by minimizing costly password reset tickets, providing technicians with tools to resolve tickets faster and eliminating social engineering attacks. Meanwhile, Q Guard proactively secures MSP sensitive privileged accounts from both external and internal threats and saves time and money with automation. Quickpass HQ is located in Vancouver, British Columbia.
We are seeking a Tech Support Specialist who is excellent at Identifying, investigating, and resolving user/customer problems within our software product.  This person will field support calls, via chat, email, and/or other communication from users with inquiries regarding software, our product, connectivity, or similar concerns.  This role is a remote role but should be based in Canada.
• Collect customer feedback and communicate to the product management team to ensure features requested by customers are implemented.
• Help ensure customers are satisfied with the product and to ensure customer retention.
• Report any at risk customers to ensure their issues can be resolved.
• Update and create training KB articles that provide step by step instructions for how to setup and use Quickpass that will empower new customers to be more self-sufficient for on-boarding
• Respond to customer support tickets to assist customers in troubleshooting problems and to provide solutions that address their issues.
• Conduct support sessions over Zoom with customers as needed.
• Follow through on all customer support tickets until a satisfactory solution is found for the customer.
• Escalate product bugs to the product management team to ensure any bugs get addresses and implemented by the engineering team.
• Escalate support issues that you are unable to find a solution to so that you can get assistance as required to resolve the customer support issues.
• Write KB articles for any support issues that you have found a solution to that will assist any future customers’ who have the same or similar issue without needing to contact support or to provide these KB articles for customers who have the same issue.
• Assist the Quality Assurance department with testing fixes to support issues you’ve reported to ensure they are resolved to our customer satisfaction as needed.
• Help keep the company and its assets secure by following security and compliance guidelines

Required skills and abilities
• At least 1+ year in a product specialist or the support role, ideally in the MSP space.
• Exceptional customer service and customer-first mindset.
• Thorough problem-solver.
• Very strong oral and written communication and collaboration skills.
• Great follow up skills.
• A knack for understanding technology and software applications.
• Knowledge of software development life-cycle best practices.
• Excellent organization and attention to detail.
• Ability to manage multiple projects amidst changing priorities.
• Experience with issue and project tracking software such as Jira.
• Bachelor’s degree or equivalent
Benefits and Perks
• Competitive salary
• High-quality Health, Dental and Vision Insurance
• Cell phone allowance
• Paid Time Off (PTO) plus Company Holidays
• A flexible remote or hybrid work model to promote health and safety, and an optimum work/life balance for staff and their families.

Our Commitment
Quickpass is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We believe in equal treatment and opportunity for all staff and strive to actively build a diverse workforce where everyone is treated equally. Everyone has a responsibility to treat others with dignity and respect, and make sure all people feel included and have access to the same opportunities. We actively strive to create an environment where all persons are able to share their ideas, beliefs, and skills. We are proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.