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User Enablement Support Specialist I

VersatermOttawa, Ontario, Canada
On-site Full-time

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Experience Level

Entry Level

Qualifications

A degree or diploma in Business, Information Systems, or a related field, or equivalent experience.0-2 years of experience in a customer support or training role. Basic expertise in software applications and workflows. Excellent verbal and written communication skills.

About the job

About Versaterm

At Versaterm, we are on a mission to revolutionize public safety solutions. Established in 1977, our innovative ecosystem of user-friendly tools empowers public safety agencies, forensic labs, court systems, educational institutions, and more. We prioritize purposeful integrations and strategic growth to enhance operational efficiency and deliver just outcomes for the communities we serve.

Our culture thrives on innovation and a steadfast commitment to customer success. As we expand our offerings, we welcome passionate professionals eager to contribute to the future of public safety technology. Join us in making a significant impact!

The Role

As a Support Specialist I - User Enablement, you will provide essential Tier 1 support to users, showcasing foundational expertise in operational assistance. You will assist users with fundamental software features, navigation, and direct them to valuable resources while maintaining self-service materials.

Your Responsibilities

  • Respond to common inquiries regarding software functionality.
  • Guide users through basic software navigation and feature discovery.
  • Direct users to relevant documentation and knowledge base articles.
  • Clarify features and standard workflows.
  • Assist in user account setup and configuration.
  • Recognize when to escalate issues to Tier 2 support.
  • Document FAQs for self-service resource development.
  • Contribute to the creation of FAQ documentation and knowledge base articles.
  • Help develop interactive guides and product tours.
  • Monitor community forums to identify common user questions.
  • Create basic how-to guides for user functionality.
  • Participate in an on-call rotation for after-hours support.
  • Perform additional duties to support team goals and organizational priorities.

Your Qualifications

  • A degree or diploma in Business, Information Systems, or a related field, or equivalent experience.
  • 0-2 years of experience in a customer support or training role.
  • Basic expertise in software applications and workflows.
  • Excellent verbal and written communication skills.

About Versaterm

Versaterm is a pioneering firm dedicated to enhancing public safety through innovative solutions. Since 1977, we have focused on creating intuitive tools that empower agencies to serve their communities effectively. Our commitment to customer success and operational improvement sets us apart as a leader in public safety technology.

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