Technical Support Specialist

Customer SuccessFull TimeTORONTO, ON

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About us


ACTO is on a mission to improve treatment access by disrupting the way drugs and devices are commercialized globally. ACTO Commercialization Cloud for Life Sciences is the only one-stop-shop sales, marketing, and training platform designed to help life sciences companies effectively communicate their clinical evidence story, increase sales, and gather powerful field intelligence. We help life sciences companies increase rep effectiveness, message consistency, and build a culture of continuous learning while helping them stay compliant.


Technical Support Specialist


The role:


We are looking for a Technical Support Specialist to join our fast-growing Customer Success Team. In this position you will provide high quality first-line support to our clients using our customer support platform, email, and the telephone. You will collaborate with other team members to quickly and effectively resolve any concerns clients may be dealing with.


In this role you will:


· Build mastery in ACTO’s platform and customer support best practices

· Interact with a wide-range of clients to provide them with support during our support hours

· Identify and resolve client concerns by troubleshooting, providing effective answers to their queries, and guiding them through corrective steps when required

· Work with other team members to understand and quickly resolve client issues

· Walk clients through the process of understanding and setting up the platform

· Use existing support resources and content to quickly and effectively respond to queries

· Create technical documentation for clients based on their need and the situation at hand

· Assist in developing and improving current support processes and resources

· Work with the Customer Success and Development teams to optimize queries for required application usage and engagement data

· Be able to deliver customer facing product demonstrations

· Identify opportunities for improvement in existing support protocol, and work with the team to design and execute appropriate fixes where required


To be successful in this role, you will need:


· Bachelor or Diploma in Computer Science or related required

· Minimum 1-year experience in Information Technology or technical support

· Excellent communication skills both verbal and written

· Extensive familiarity with Mac, Windows, IOS, Android operating systems

· Understanding of Windows authentication protocols, network security and optimization, common virtualization platforms

· System administration or desk experience

· Familiarity with SQL for database inquiries


Bonus points if you have:


· Experience working in the life sciences industry

· Experience working at a SaaS company

· Understanding of HTML, jQuery, JavaScript, PHP, CodeIgniter, MySQL, SQL, database indexing and optimization techniques

· Experience working in an agile environment and collaborating with development teams


Job Type: Full-Time

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process. We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.