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Technical Support Specialist

Kanata, ON, Canada

The Technical Support Specialist (TSS) is responsible for working collaboratively and individually to solve customer issues and answer customer questions. The TSS is directly responsible for providing timely responses to customers and supporting all components and processes of new and existing Prevalent Software.

This position is located in Kanata, Ontario and reports to the Manager of Technical Support. 


  • Provide accurate and timely support to Prevalent customers
  • Triage incoming phone calls and tickets
  • Ensure support tickets have regular and efficient updates
  • Confirm and report defects to development
  • Support all components and processes of Prevalent Software
  • Create ‘How-to’ and technical documentation for Prevalent Knowledge Base
  • Support new and existing customer environments via phone, Zoom Meeting (desktop sharing) within established SLAs and SLOs
  • Own and see customer issues and tickets through resolution and customer satisfaction 


  • Bachelors or equivalent


  • Strong written and verbal communication
  • Good organizational skills and ability to prioritize workload
  • Aptitude to learn and pick up things quickly
  • Good analytical and problem-solving skills
  • Ability to communicate technical information in a precise, clear, and efficient way to customers of varying technical knowledge levels
  • Good interpersonal and customer care skills
  • Prior experience in information technology or technical support
  • Working knowledge of security software options and functionality preferred

Personal Details