Technical Support Specialist

🕒 September 14

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cordance

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance is a young company with a long history, dedicated to partnering with founder-run businesses to provide financial and strategic support for their growth. Leverage their extensive operational expertise and resources, they focus on customized growth journeys for their partners, ensuring that quality, talent, and culture are preserved. Cordance aims to build long-term partnerships geared towards sustainable success.

📋 Description

• Provide technical and product support through ticketing systems such as Service Cloud and Jira, Help Center, CRM, phone, and email • Maintain subject matter expertise on company products, services, and industry standards through continuous learning • Handle customer inquiries and issues promptly, courteously, and effectively • Collaborate with Customer Success, Product, and Development teams to address client needs and provide product-improvement insights • Create customer-facing knowledge base articles, FAQs, newsletters, and training documentation • Participate in testing and provide feedback on new product features and releases • Track and resolve open issues with transparent client communication and follow-up • Support users in getting maximum value from Cordance's B2B SaaS solutions

🎯 Requirements

• Outstanding communication, problem-solving, and interpersonal skills • Positive attitude, teamwork, and accountability • Exceptional attention to detail, organization, and time management • Minimum of 3 years of experience in a customer support, customer success, or technical support role • Ability to manage multiple support cases or tickets simultaneously while maintaining quality • Ability to work independently and adapt to evolving client needs and priorities • Background in training delivery (live or virtual) and developing self-service resources • Ability to develop and maintain self-service resources, including knowledge base articles, documentation, and FAQs • Preferred: experience supporting SaaS or B2B software platforms • Preferred: proficiency in Salesforce Service Cloud, Jira, Salesforce, HubSpot, or similar support and CRM systems • Preferred: experience creating or improving knowledge base content, FAQs, or user documentation • Preferred: experience collaborating with Product or Engineering teams to test features or provide customer insights • Preferred: certifications or coursework in customer support, ITIL, or help desk systems • Preferred: experience delivering remote or live training using MS Teams, Zoom, or similar platforms • Final candidate must be able to pass a background check

🏖️ Benefits

• Comprehensive health coverage beginning on the first day of employment • 401(k) plan (US) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options • RRSP (CAN) with employer matching: 1:1 for the first 3% of contributions and 0.5:1 for the next 2%; immediate vesting; pre-tax and Roth options • Flexible, uncapped paid time off • 12 weeks paid parental leave for all employees • Monthly remote-work stipend of $75 USD / $140 CAD for phone and internet • Generous holiday schedule • Professional development and continuous learning opportunities