Technical Support Specialist (Canada, Remote) at Craver

📍 Job Overview

Job Title: Technical Support Specialist (Canada, Remote)
Company: Craver
Location: Canada
Job Type: Full-Time
Category: Customer Support & Technical Support
Date Posted: June 20, 2025
Experience Level: Entry-Level to Mid-Level
Remote Status: Remote (Canada)

🚀 Role Summary

Craver, a leading provider of custom-branded mobile apps for the restaurant industry, is seeking a motivated Technical Support Specialist to join their Customer Support team. This role involves providing prompt and effective support to Craver customers, troubleshooting issues, and ensuring a positive user experience. The ideal candidate will have a strong customer-service focus, enjoy solving technical problems, and be eager to learn and grow in a fast-paced environment.

📝 Enhancement Note: This role requires a balance of technical proficiency and exceptional customer service skills, making it an excellent entry point for individuals interested in a career in technical support or customer success within the software industry.

💻 Primary Responsibilities

Customer Support: Provide timely and friendly technical support to Craver customers via phone, email, and chat.
Issue Resolution: Troubleshoot and resolve a wide range of technical issues related to Craver's mobile apps and platform.
Issue Escalation: Identify and escalate complex technical issues to senior support staff or development teams as needed.
Customer Communication: Clearly communicate technical solutions to customers in a way that is easy to understand.
Documentation: Accurately document customer interactions, issues, and resolutions in Craver's ticketing system.
Knowledge Base: Contribute to the development and maintenance of Craver's internal knowledge base and help documentation.
Product Feedback: Gather and share customer feedback with relevant internal teams to improve Craver's products and services.
Continuous Learning: Stay up-to-date on Craver's product features, technical advancements, and industry trends.

📝 Enhancement Note: This role offers an opportunity to gain hands-on experience with mobile apps, web technologies, and networking concepts while developing strong problem-solving and communication skills in a customer-facing environment.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not required. Relevant work experience may be considered in lieu of a degree.

Experience: 1-2 years of experience in a customer-facing technical support role (software/SaaS experience preferred).

Required Skills:

Basic understanding of mobile apps, web technologies, and networking concepts
Strong analytical and problem-solving skills
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
A passion for helping customers and delivering a positive support experience
Ability to collaborate effectively with team members and other departments
Ability to thrive in a fast-paced environment and adapt to changing priorities

Preferred Skills:

Familiarity with the restaurant industry or POS system

📝 Enhancement Note: While specific technical certifications are not required, gaining relevant certifications (e.g., CompTIA A+, Google IT Support Professional Certificate) can demonstrate a strong commitment to professional development and may enhance competitiveness for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through examples of troubleshooting technical issues in previous roles or personal projects.
Showcase excellent communication skills by providing customer testimonials or feedback highlighting your ability to explain complex technical concepts clearly.
Highlight any experience with mobile apps, web technologies, or networking concepts through relevant projects or case studies.

Technical Documentation:

Prepare a document outlining your understanding of Craver's mobile apps and platform, as well as your approach to troubleshooting and resolving technical issues.
Include examples of how you have contributed to the development and maintenance of knowledge bases or help documentation in previous roles.

💵 Compensation & Benefits

Salary Range: $45,000 - $60,000 CAD per year (based on industry standards for entry-level to mid-level technical support roles in Canada)

Benefits:

A dynamic, innovative work environment in a fast-growing startup
Competitive salary
Competitive benefits policy
Opportunities for professional growth and advancement
Engaging team culture with regular company events and team-building activities

Working Hours: Full-time (40 hours per week), with flexible scheduling to accommodate customer support needs during peak hours.

📝 Enhancement Note: While the salary range provided is based on industry standards, it is essential to research regional salary standards and cost of living in Canada to ensure the compensation package is competitive and meets your financial needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Craver operates in the restaurant technology industry, focusing on custom-branded mobile apps for quick-service restaurants and coffee shops across North America.

Company Size: As a fast-growing startup, Craver has a relatively small team, allowing for close collaboration and rapid decision-making.

Founded: Craver was founded in 2018, making it a young and innovative company with a strong focus on growth and transformation.

Team Structure:

The Customer Support team is responsible for providing technical support to Craver's customers.
The team consists of Technical Support Specialists (Tier 1/2) and Senior Support Specialists, working closely with the development and product teams to resolve complex issues and improve Craver's products and services.

Development Methodology:

Craver follows Agile methodologies, with a focus on continuous improvement and rapid iteration.
The development team uses a ticketing system to manage and prioritize customer support issues, ensuring that critical problems are addressed promptly.

Company Website: Craver

📝 Enhancement Note: Craver's focus on innovation and customer success creates an environment where technical support specialists can have a significant impact on the company's growth and the user experience of its customers.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position within the technical support career path. It offers an excellent opportunity to develop strong problem-solving, communication, and customer service skills while gaining hands-on experience with mobile apps, web technologies, and networking concepts.

Reporting Structure: The Technical Support Specialist reports directly to the Customer Support Manager and works closely with the development and product teams to resolve complex technical issues.

Technical Impact: In this role, you will have a direct impact on Craver's customers by providing timely and effective technical support, ensuring a positive user experience, and contributing to the improvement of Craver's mobile apps and platform.

Growth Opportunities:

Career Progression: With experience and demonstrated success, Technical Support Specialists may advance to Senior Support Specialist or transition into other roles within the company, such as Customer Success Manager or Quality Assurance Specialist.
Technical Skill Development: This role offers opportunities to learn and gain experience with mobile apps, web technologies, and networking concepts, as well as develop strong problem-solving and communication skills.
Leadership Potential: As you gain experience and demonstrate strong performance, you may have the opportunity to take on leadership roles within the Customer Support team or mentor new team members.

📝 Enhancement Note: Craver's focus on growth and innovation creates numerous opportunities for technical support specialists to advance their careers and make a significant impact on the company's success.

🌐 Work Environment

Office Type: Craver operates as a remote-first company, with team members working from various locations across Canada. While there is no physical office, Craver fosters a collaborative and engaging work environment through regular company events and team-building activities.

Office Location(s): Craver's team members are based in various cities across Canada, with no central office location.

Workspace Context:

Collaborative Environment: Craver's remote work environment encourages close collaboration and communication among team members, with regular check-ins and team meetings to ensure everyone is aligned and working towards common goals.
Development Tools: Technical Support Specialists will have access to Craver's ticketing system, as well as any necessary software or tools required to troubleshoot and resolve technical issues.
Cross-Functional Collaboration: The Customer Support team works closely with the development and product teams to resolve complex issues and improve Craver's mobile apps and platform. This collaboration ensures that customer feedback is incorporated into the development process and that technical support specialists have the resources they need to succeed.

Work Schedule: Craver's work schedule is flexible, with full-time employees working 40 hours per week during standard business hours. The Customer Support team may need to be available during peak customer support hours to ensure timely and effective issue resolution.

📝 Enhancement Note: Craver's remote-first work environment offers technical support specialists the flexibility to work from various locations while fostering a collaborative and engaging team culture.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess your communication skills, problem-solving abilities, and cultural fit with Craver's team.
Technical Assessment: A hands-on assessment to evaluate your ability to troubleshoot technical issues, navigate Craver's mobile apps and platform, and communicate effectively with customers.
Final Interview: A conversation with the Customer Support Manager to discuss your fit for the role, answer any questions you may have, and make a final decision.

Portfolio Review Tips:

Highlight any relevant experience with mobile apps, web technologies, or networking concepts through personal projects or previous roles.
Include examples of your problem-solving skills and ability to communicate complex technical concepts clearly and effectively.
Demonstrate your passion for customer service and commitment to delivering a positive user experience.

Technical Challenge Preparation:

Familiarize yourself with Craver's mobile apps and platform, as well as any relevant software or tools required to troubleshoot and resolve technical issues.
Brush up on your problem-solving skills and be prepared to walk through your thought process and approach to resolving technical challenges.
Practice communicating technical concepts clearly and effectively, ensuring that you can explain complex ideas in a way that is easy for non-technical users to understand.

ATS Keywords: (Organized by category)

Customer Service: Customer Support, Technical Support, Customer Service Representative, Help Desk, Customer Care
Problem-Solving: Troubleshooting, Issue Resolution, Debugging, Root Cause Analysis, Technical Problem-Solving
Communication: Verbal Communication, Written Communication, Clear Communication, Technical Communication, Customer Communication
Teamwork: Collaboration, Teamwork, Cross-Functional Collaboration, Customer Support Team, Technical Support Team
Adaptability: Adaptability, Flexibility, Rapid Learning, Quick Learning, Agile
Mobile Apps: Mobile Apps, Mobile Application Support, Mobile Technology, Mobile Platform, Mobile Development
Web Technologies: Web Technologies, Web Platform, Web Development, Web Support, Web Troubleshooting
Networking Concepts: Networking, Networking Concepts, Network Troubleshooting, Network Support, Networking Fundamentals
Analytical Skills: Analytical Skills, Problem-Solving Skills, Critical Thinking, Logical Reasoning, Data Analysis

📝 Enhancement Note: Craver's interview process is designed to assess your technical proficiency, problem-solving skills, and cultural fit with the company's team. By preparing thoroughly and demonstrating your passion for customer service and technical support, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Platform: Craver uses a ticketing system to manage and track customer support issues, ensuring that all customer interactions are documented and resolved efficiently.

Communication Tools: Craver's team uses various communication tools to collaborate and communicate effectively, including email, instant messaging platforms, and video conferencing software.

📝 Enhancement Note: While this role does not require extensive knowledge of specific technologies or web infrastructure, a basic understanding of mobile apps, web technologies, and networking concepts will be essential for success in this role.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Craver prioritizes customer success and satisfaction above all else, ensuring that every customer interaction is positive and effective.
Problem-Solving: Technical Support Specialists are encouraged to think critically and creatively to resolve complex technical issues and find innovative solutions to customer challenges.
Communication: Clear and effective communication is essential for providing excellent customer support and ensuring that customer feedback is incorporated into Craver's products and services.
Collaboration: Craver fosters a collaborative work environment, with team members working closely together to ensure that customer support issues are resolved efficiently and effectively.

Collaboration Style:

Cross-Functional Collaboration: The Customer Support team works closely with the development and product teams to ensure that customer feedback is incorporated into the development process and that technical support specialists have the resources they need to succeed.
Knowledge Sharing: Craver encourages team members to share their knowledge and expertise with one another, fostering a culture of continuous learning and improvement.
Regular Check-ins: Craver's team members have regular check-ins to ensure that everyone is aligned and working towards common goals, as well as to provide support and guidance as needed.

📝 Enhancement Note: Craver's customer support values and collaboration style create an environment where technical support specialists can thrive and make a significant impact on the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Mobile App Troubleshooting: Troubleshoot and resolve technical issues related to Craver's mobile apps, ensuring that customers can access and use the platform effectively.
Web Platform Support: Provide technical support for Craver's web platform, ensuring that customers can access and use the web application effectively.
Networking Issues: Troubleshoot and resolve networking issues that may impact Craver's mobile apps or web platform, ensuring that customers have a seamless user experience.
Customer Education: Educate customers on how to use Craver's mobile apps and web platform effectively, ensuring that they can maximize the value of the service and achieve their business goals.

Learning & Development Opportunities:

Technical Skill Development: Gain hands-on experience with mobile apps, web technologies, and networking concepts, as well as develop strong problem-solving and communication skills.
Career Progression: With experience and demonstrated success, Technical Support Specialists may advance to Senior Support Specialist or transition into other roles within the company, such as Customer Success Manager or Quality Assurance Specialist.
Leadership Potential: As you gain experience and demonstrate strong performance, you may have the opportunity to take on leadership roles within the Customer Support team or mentor new team members.

📝 Enhancement Note: Craver's technical challenges and learning opportunities create an environment where technical support specialists can continuously develop their skills and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

Mobile App Troubleshooting: Walk through a scenario where a customer is experiencing technical issues with Craver's mobile app, and explain your approach to troubleshooting and resolving the problem.
Web Platform Support: Describe a situation where a customer is having difficulty using Craver's web platform, and explain how you would guide them through resolving the issue.
Networking Issues: Explain your understanding of networking concepts and how you would troubleshoot and resolve networking issues that may impact Craver's mobile apps or web platform.

Company & Culture Questions:

Customer Focus: Describe your approach to customer service and how you ensure that every customer interaction is positive and effective.
Problem-Solving: Share an example of a complex technical challenge you have faced in a previous role and how you approached resolving the issue.
Communication: Explain how you communicate complex technical concepts clearly and effectively to non-technical users.

Portfolio Presentation Strategy:

Live Demonstration: Prepare a live demonstration of your problem-solving skills and ability to communicate technical concepts clearly and effectively, using a relevant personal project or scenario.
Case Study: Develop a case study highlighting your approach to troubleshooting and resolving a complex technical issue, including your thought process, the steps you took to identify and resolve the problem, and the outcome of your efforts.
Customer Testimonials: Include customer testimonials or feedback highlighting your ability to provide excellent customer service and resolve technical issues effectively.

📝 Enhancement Note: Craver's interview process is designed to assess your technical proficiency, problem-solving skills, and cultural fit with the company's team. By preparing thoroughly and demonstrating your passion for customer service and technical support, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Specialist (Canada, Remote) position at Craver:

Customize Your Resume: Tailor your resume to highlight your relevant experience with mobile apps, web technologies, and networking concepts, as well as your strong problem-solving and communication skills.
Prepare for the Phone/Video Screen: Brush up on your communication skills and be prepared to discuss your experience with mobile apps, web technologies, and networking concepts, as well as your approach to problem-solving and customer service.
Complete the Technical Assessment: Thoroughly prepare for the technical assessment by familiarizing yourself with Craver's mobile apps and platform, as well as any relevant software or tools required to troubleshoot and resolve technical issues. Practice your problem-solving skills and be prepared to communicate technical concepts clearly and effectively.
Research Craver: Learn about Craver's products, services, and company culture to ensure that you are a strong fit for the role and can make a significant impact on the company's success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Craver before making application decisions.

Technical Support Specialist (Canada, Remote)