Digital Support Analyst

📋 Description

• Take ownership of complex, recurring, or unresolved technical support cases transferred from
• Investigate and troubleshoot website, mobile application, login, navigation, functionality, account
• Determine whether issues are client-specific, account-specific, device-related, browser-related, or
• Recreate reported issues where appropriate to validate problems, identify root causes, and support
• Guide clients through troubleshooting steps and technical solutions while explaining technical
• Identify and coordinate appropriate escalations to technology, cybersecurity, fraud, operations, or

🎯 Requirements

• 2+ years of experience in customer service, technical support, help desk, troubleshooting, or a
• Experience managing client cases or service requests from initial intake through resolution.
• Experience supporting digital applications, websites, mobile platforms, or online services.
• Strong technical aptitude with the ability to investigate, diagnose, and troubleshoot
• Advanced knowledge of web browsers, mobile devices, operating systems, and online applications.
• Exceptional analytical and problem-solving skills, with the ability to identify patterns and

🎁 Benefits

• Fully remote position based in Ontario, Canada.
• Full-time salaried employment.
• Salary range of CA$45,000–CA$100,000, with compensation varying based on location, skills
• Potential performance-based incentives, discretionary bonuses, and other rewards depending on the
• Health insurance.
• Tuition reimbursement.