Technical Support Specialist (Tier 1)

About the role

The Technical Support Specialist (Tier 1) is the first point of contact for Web Hosting Canada’s customers. You will handle calls, chats and tickets in both English and French, reproduce the problem and either resolve it or pass it to the next tier with all necessary information.

Key responsibilities

• Serve as the initial contact for customers via phone, chat and ticketing systems.
• Troubleshoot and resolve front‑line issues across hosting, domains, email, DNS and SSL.
• Gather required case information and escalate cleanly to Tier 2 when needed.
• Document each resolution and create runbooks, guides, FAQs and tutorials.
• Identify recurring issues and flag patterns to improve processes.
• Participate in specialized projects as they arise.

Required profile

• 1–3 years of technology experience, preferably in hosting or cloud environments.
• Bilingual proficiency in English and French, both spoken and written.
• Strong communication, problem‑solving and analytical abilities.
• Patience, empathy and a customer‑focused mindset.
• Well‑organized with solid time‑management skills.
• Open to constructive feedback and comfortable with ambiguity.

Required skills

• DNS
• Email delivery
• Web servers
• SSL
• Hosting platforms
• Cloud services

What we offer

• Opportunity to join a successful, impact‑driven team.
• Work with the latest tools and technologies alongside industry veterans.
• Comprehensive onboarding and ongoing coaching.
• Dental and medical insurance.
• Hybrid work model – remote work plus access to our Tunis office.
• Free coffee and regular social‑committee outings.