IT Technical Support Assistant

Reporting to the Technical Support Manager, Cova’s Technical Support team is a group of passionate, detailed, and technically driven people. We love solving our partner’s and customer’s problems and creating great experiences.

As a Technical Support Agent part of the Cova Support team, your role is to provide excellent customer service by answering a range of inquires via phone, chat, and email. In this role, you will be the first point of contact for our customers and must always lead with the best foot forward to provide a great experience.

This position requires availability for early mornings, evenings, and rotating weekend shifts.

Manage a multi-queued ticket system, applying best practices for ticket hygiene and consistently meeting service level and resolution targets.

Continuously identify and implement solutions for problems, and seek opportunities for process improvements, training, and documentation.

Collaborate with Subject Matter Experts, Customer Support, Client Managers, and Development Teams to prioritize and communicate defects, hotfixes, and trending issues.

1+ years Customer Service experience, preferably in a software or technology support role.

• Cannabis industry experience considered a strong asset
• Typing speed of 40+ WPM.
• Intermediate understanding of support processes and general product knowledge.
• Experience with Salesforce or other ticket-tracking help desk software is a plus.
• Genuine care for our clients and their customers.

Begin your journey with a competitive starting salary!

Embrace work-life harmony with a flexible hybrid working environment and generous vacation and sick time policies

We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.

Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance.

Give back with up to 6 days of paid time off annually for volunteering or personal learning.

We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We are a hybrid work environment, remote and in-office for all employees in an office city.