Client Services Support Representative (Level 1)
Dartmouth, Nova Scotia (On-Site)
Starting at $56,000+ per year
Maplewave is seeking a Client Services Support Representative (Level 1) to provide technical support to customers around the world. If you enjoy troubleshooting, working directly with clients, and developing your technical skills in a fast-paced environment, we'd love to hear from you.
What You’ll Do
Deliver Exceptional Customer Support
· Serve as the first point of contact for customer support requests.
· Troubleshoot and resolve software, server, and application issues.
· Take ownership of tickets from initial triage through resolution or escalation.
· Communicate effectively with both technical and non-technical customers.
· Maintain accurate ticket documentation and status updates.
Troubleshoot & Resolve Technical Issues
· Diagnose and resolve issues related to Maplewave software, integrations, and server environments.
· Troubleshoot Linux/Unix systems, analyze logs, and identify root causes.
· Collaborate with internal teams to drive timely issue resolution.
· Support customers with software upgrades, implementations, and configuration requests.
Support Operational Excellence
· Meet service-level agreements (SLAs) for response and resolution times.
· Maintain accurate documentation and contribute to the knowledge base.
· Improve processes, documentation, and troubleshooting resources.
· Participate in continuous improvement and quality initiatives.
Participate in After-Hours Support
· Participate in a rotating on-call schedule, including occasional Sunday coverage for international customers.
· Respond to critical production issues and customer escalations when required.
· Support business continuity through timely incident response and communication.
What We’re Looking For
Experience
· 1–3 years of experience in a technical support, help desk, IT support, or customer service role.
· Experience working directly with customers in a software or technology environment.
· Experience troubleshooting technical issues and following issues through to resolution.
· Previous experience supporting enterprise software applications is considered an asset.
Technical Expertise
· Understanding of server environments and basic networking concepts.
· Experience using ticketing or incident management systems.
· Familiarity with databases such as MySQL is an asset.
· Experience with cloud platforms, scripting, or automation tools is considered an asset.
· Proficiency with Microsoft Office and standard business applications.
· Familiarity with AI-assisted tools and technologies, with the ability to leverage them responsibly to improve efficiency, problem-solving, documentation, and customer support outcomes.
Skills & Competencies
· Outstanding customer service and communication skills.
· Strong analytical and problem-solving abilities.
· Ability to prioritize effectively and manage multiple tasks simultaneously.
· Excellent attention to detail and organizational skills.
· Comfortable working independently and collaboratively within a team environment.
· Ability to remain calm and professional during high-priority incidents.
· Continuous learner with a passion for technology.
Education & Certifications (Preferred)
- Diploma or degree in Information Technology, Computer Science, Information Systems, or related fields.
- Equivalent combinations of education and experience will be considered.
Working Conditions
· On-site position based in Dartmouth, Nova Scotia.
· Extended periods of computer and phone use.
· Participation in a rotating on-call schedule.
· Occasional after-hours support for critical customer issues.
Why Join Maplewave?
At Maplewave, our values shape everything we do: Care Deeply, Be Humbly Confident, Do the Right Thing, Do What You Say, and Continuous Curiosity. We offer a supportive, flexible, and innovative work environment where you’ll be part of a team that’s passionate about delivering solutions to clients worldwide.
AI Usage Disclaimer
Maplewave leverages AI-powered assistive tools in the initial pre-screening phase of our recruitment process to efficiently review applications for relevant qualifications, skills, and experience. It's crucial to understand that while AI helps streamline these initial steps, human involvement remains a critical and integral part of our process; our talent acquisition team conducts all final reviews, makes progression decisions, and ensures a fair and unbiased evaluation of every candidate.
We are committed to transparency and regularly audit our AI tools to mitigate bias, handling all personal information with strict confidentiality and in accordance with applicable data privacy laws.
Apply Now
If you’re looking to launch or grow your career in technical support and want to join a team that values people, learning, and customer success, we’d love to hear from you. Apply today!
Pay: From $56,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
