Technical Customer Support Specialist – Remote Home‑Based Role for Device & Clinical Solutions in a Dynamic Global Service Organization

Welcome to Hirevector – Where Customer Experience Meets Innovation At Hirevector we are a worldwide leader in client experience management and contact‑center business process outsourcing. With a workforce that surpasses 410,000 dedicated professionals, we have pioneered a hybrid model that blends the flexibility of remote work with the collaborative power of on‑site teams. Today, roughly half of our staff operate from the comfort of their own homes, empowered by cutting‑edge technology and a culture that values autonomy, innovation, and inclusion. Our commitment to excellence has earned us a place among the Top 25 Best Workplaces worldwide, recognized by Fortune Magazine in partnership with Great Place to Work®. We proudly hold “Best Employer” certifications across 64 countries, reflecting our relentless focus on creating an environment where every employee can thrive. Why a Career at Hirevector Is a Game‑Changer Choosing Hirevector means joining a community that lives by five core values: Integrity, Respect, Professionalism, Innovation, and Commitment. These values shape everything we do—from the way we support customers to the opportunities we provide our people. Below are the guiding principles that make our workplace truly exceptional:

• Autonomous Decision‑Making: We trust you to take ownership of your work and make decisions that drive results.
• Progressive Career Ladders: Whether you are early‑stage or seasoned, we have clear pathways for growth and skill development.
• Flexible Performance‑Based Culture: Outcomes matter more than “clock‑in” hours—work on a schedule that aligns with your life.
• Innovative Thought Leadership: Every idea is welcomed; you’ll have platforms to voice, prototype, and implement new solutions.
• Inclusive Community: Diversity is celebrated, and all voices are amplified, fostering a sense of belonging for every colleague.
• Work Hard, Celebrate Harder: We believe in delivering excellence and rewarding success with community events, virtual celebrations, and recognition programs.

Position Overview – Remote Technical Customer Support Specialist Hirevector is seeking dynamic, customer‑obsessed professionals to join our Remote Technical Customer Support team. In this role, you will serve as the first point of technical contact for customers across multiple Canadian provinces, providing expert guidance on the installation, operation, and maintenance of sophisticated devices—particularly those used in clinical or medical environments. This position offers a full‑time, work‑from‑home arrangement for candidates located in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, or Saskatchewan. You will become an integral part of a high‑performing, globally‑distributed team that delivers world‑class service experiences every single day.

Key Responsibilities

• First‑Level Technical Support: Diagnose, troubleshoot, and resolve product‑related issues, guiding customers through installation, configuration, and routine maintenance procedures.
• Inbound Inquiry Management: Field and respond to a high volume of inbound calls and digital tickets with professionalism, empathy, and technical precision.
• Personalized Customer Solutions: Build and nurture positive relationships by delivering tailored solutions that address each client’s unique needs.
• Cross‑Functional Coordination: Partner with internal departments—such as engineering, logistics, and quality assurance—to ensure seamless issue escalation and resolution.
• Service Scheduling & Follow‑Up: Arrange onsite service appointments where required, confirm appointments with customers, and conduct post‑service follow‑ups to verify satisfaction.
• Data Accuracy & Documentation: Record all interactions, resolutions, and customer feedback in Hirevector’s electronic documentation systems with meticulous attention to detail.
• Continuous Improvement: Contribute to knowledge‑base articles, process enhancements, and training modules based on frontline experiences.
• Soft‑Skill Excellence: Demonstrate active listening, empathy, and clear communication to reassure customers and manage expectations effectively.

Essential Qualifications

• Associate’s degree or a recognized certification in a technical, engineering, or clinical field.
• Minimum of two (2) years’ experience providing technical or clinical device support, preferably within medical, health‑tech, or related industries.