Technical Support Associate (Full-Time)
Epoch
IT, Customer Service
Posted on Mar 21, 2025
Technical Support Associate (Full-Time)
Remote-first. Pref: Kitchener-Waterloo, Toronto (GTA), Greater Vancouver Area. | $20/hour CAD | www.epochapp.com | jobs@epochapp.com.
We are on a mission to help companies create meaningful culture for all employees.
Companies are struggling with retention and engagement. When employees feel connected to their day-to-day, they are happier and more productive team members.
Epoch is an employee experience platform that unifies all employee programs and internal comms.
Leaders from Salesforce, Asana, Reddit and more use Epoch every day to enable their culture, internal comms, learning, and employee engagement programs.
What we offer
An opportunity to join a growing startup where your contributions directly impact our customers and the company’s success. You’ll work with a collaborative, passionate, and high-performing team dedicated to creating exceptional customer experiences.
Who you are
You are customer-obsessed and thrive on building genuine connections. At our seed-stage startup, our customers are at the core of everything we do. You enjoy getting to know them on both a professional and, when appropriate, a personal level.
You have an entrepreneurial mindset, embracing ownership and accountability over your tickets.
You are proactive, resourceful, and thrive in environments where you can take initiative and drive results.
Collaboration is in your DNA. You recognize that success is a team effort, and you value working closely with others in a high-touch, fast-paced, and iterative environment. Sharing insights and maintaining a tight feedback loop with your team are key to achieving collective success.
You are analytical and data-driven, motivated by measurable goals and outcomes. Numbers guide your decision-making, and you enjoy using data to inform strategy and track performance.
What You Bring
Responsiveness and agility: Delivering a best-in-class customer experience means acting with urgency and precision. You’re quick to respond and move fast when customers need support.
Exceptional organization and time management: You excel at follow-ups, follow-throughs, and keeping multiple priorities on track.
A sense of urgency and strong work ethic: You understand that supporting customers sometimes means going beyond the typical 9-5. While we value balance and rest, you’re prepared to prioritize customer needs when necessary.
High standards with a growth mindset: Your work and expectations for yourself and others reflect excellence. At the same time, you’re humble, eager to learn, and excited to grow alongside a talented team.
Adaptability and technical savvy: You’re comfortable working in a startup environment and learning new tools to improve productivity. Experience with platforms like G Suite, Slack, Trello, Confluence, Jira, CRM software, scheduling tools, and pipeline reporting is a plus.
Qualifications
1-3 years of experience in an analyst role and have an understanding of appropriate workplace behaviour and professionalism
Experience conducting customer training calls and discovery calls.
What you will do
Customer Support & Training
Respond to customer inquiries quickly and effectively via email and Slack.
Diagnose and resolve technical issues, escalating to product/engineering teams as needed.
Identify and escalate recurring issues to improve product and processes.
Deliver engaging admin training sessions tailored to customers’ use cases.
Create and update training materials like guides, help center articles and tutorials.
Provide ongoing enablement to help admins optimize their use of the platform.
Our values
Customer Obsession. Embrace Ambiguity. Roll Up your Sleeves.
How do you apply?
Send an email with your resume and LinkedIn (and no lengthy email or cover letter!) to jobs@epochapp.com.
We’re all excited to meet you!
We are a small and mighty team made up of a diverse group of experienced builders, innovators and mission-driven individuals. We are intentional with each early hire as you will be crucial in shaping our product, company, and culture.
We're proud to be backed by a diverse and select group of investors that we admire. Including: Rally Ventures, Charles Hudson (Precursor Ventures), Akash Garg (CTO Afterpay, prev. Director of Eng at Uber + Twitter), Founders of Caviar (Square acq), prev. VP People of Reddit, Terrence Rohan, Mark Ghermezian (founder, prev CEO of Braze) and many many more!
Our team
Check out more on our website: https://www.epochapp.com/about