**Overview**
Integratedcooling is seeking a motivated Level 1 Support Agent to join our team in Grimshaw, AB. As part of Techdinamics technology group, we specialize in streamlining fulfillment solutions for e-commerce brands, fulfillment centers, and retailers. Our comprehensive tech stack includes order management systems, multi-courier shipping platforms with 150+ integrations, tracking portals, and auditing tools designed to create The Perfect Order Process.
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Responsibilities **
As our primary customer contact point, you'll handle support requests through our ticketing platform and provide technical assistance to clients. Your role involves conducting remote diagnostics using structured questioning techniques and our Solutions Database to identify optimal resolutions. You'll guide customers through step-by-step troubleshooting processes while maintaining detailed ticket records including progress updates, communications, and time tracking.
When issues exceed your scope, you'll escalate appropriately to higher support tiers. Additional duties include following up with customers and internal teams, relaying client feedback to relevant departments, recommending process improvements, and contributing to our Knowledge Base documentation.
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Requirements **
We're looking for candidates with IT educational backgrounds (engineering degrees preferred) who can diagnose and resolve fundamental technical problems. You must demonstrate advanced English proficiency in both written and verbal communication, coupled with exceptional customer service skills and the ability to remain calm under pressure. Preferred qualifications include hands-on experience in software development and web technologies, familiarity with ticketing systems, and knowledge of logistics operations.
This role offers an excellent opportunity to grow within our innovative technology environment.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Integratedcooling.
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