{"id":2577074,"url":"https://alion.io/job/vivtechnologies-product-support-specialist","title":"Product Support Specialist","company":{"id":4422045,"name":"Viv Technologies","domain":"vivtechnologies.com","url":"https://alion.io/company/vivtechnologies","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":40},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-27T11:19:56Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"Product Support Specialist\nViv Technologies\nAt Viv Technologies, we’re passionate about the power of digital transformation done right. That means continuously improving our home care software platform, built specifically for multi-site home care operators. We’re proud to support some of North America’s biggest home care operators. Together, we help tens of thousands of clients safely age in the comfort of their homes.\nPosition Summary\nThe Product Support Specialist is responsible for investigating and recreating issue reports, assisting the Implementation Team with customer support, and diagnosing issues. The role acts as the first-line of debugging and problem-solving for both internal and external stakeholders. This role is essential to ensuring that our customers can run their operations smoothly and are satisfied with their experience, and that product quality is maintained and improved.\nThe Product Support Specialist will have the opportunity to interact with cross-functional teams and learn about many different aspects of product and IT management.\nThis role is based in Toronto.\nThough we're currently working remotely, we're only considering candidates who reside in or are in easy reach of the GTA.\nWhat You’ll Be Doing\nTake ownership of customer issues driving them from initial communication, through investigation to eventual resolution with various priorities in order to meet SLAs\nProvide well-thought-out and reliable direction, both in technical and non-technical terms, to help our customers and end users\nWork directly with a small, agile, cross functional team including engineers\nDebug errors within customers' integrations\nEscalate inquiries to senior technical support or software engineers accordingly\nProvide feedback to the Product Team on what features or enhancements may improve the product\nWhat You Bring\n1 year of relevant work and/or co-op experience\nBachelor's Degree in Information Technology, Computer Engineering, or related equivalent experience preferred\nExperience with service desk management experience is strongly preferred\nExperience in IT/technical support is strongly preferred\nDetail and results-oriented, self-motivated and persistent\nExcellent interpersonal and communication (verbal and written) skills\nDemonstrated analytical, problem-solving and decision-making skills\nYou enjoy a challenge, are curious and love innovating new things, are passionate about finding solutions, take ownership, and are a team player\nWhat We Offer\nCompetitive salary and benefits\nA great corporate culture that works with your lifestyle\nA chance to work with a strong team that values the opinions of every member\nOpportunities to be mentored and grow your skills\nWe embrace the uniqueness and perspectives of the community of people who work here and our clients. Fostering an environment that reflects and supports diversity, equity, and inclusion is one important way in which we do this\nArtificial intelligence is used to screen and assess applicants.\nWe welcome candidates with disabilities. 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