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2nd Level Software Support Specialist

StoreForce Solutions
91 Tycos Drive, North York, ON
Hybrid work
$45,000–$50,000 a year - Permanent, Full-time


91 Tycos Drive, North York, ON

Pulled from the full job description

  • Casual dress
  • Company events
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Flexible schedule

Full job description


StoreForce is deeply passionate about Specialty Retail – it’s in our roots and part of every single line of code we write. We’re known to say we’re Retailers first, and a technology vendor second. Every day we strive to help Specialty Retailers set a new standard for operational excellence.

The StoreForce Team is dynamic, made of up diehard developers, seasoned retail veterans, tenacious sales reps, and devoted support specialists. And we’re looking for more, just like you, to join our team.

Reporting to the Vice President of Client Services, the Support Specialist is responsible for providing 2nd level helpdesk support to our client base and maintaining accurate tracking in the Helpdesk System (Zendesk).


1. Issues Resolution - Troubleshoot client Helpdesk tickets and escalate as required;

  • Read and respond to 2nd level client tickets both by phone and email;
  • Prioritize tickets to meet Service Level Agreements;
  • Log tickets in Zendesk and document steps taken to resolve issues to identify trends or areas requiring special attention;
  • Advise clients how to resolve or avoid reported issue.

2. Support Activities

  • Support the creation of Zendesk reporting; Create Ad Hoc reports, update current reports and make changes when necessary;
  • Support Zendesk knowledge base and articles; Contribute to writing and publishing posts.

3. Solution Design and Development

  • Conduct testing of new releases, resolved bugs, report bugs to QA team for Development;
  • Document tests and log results; provide feedback and description to the development team.

This role will be responsible for the Helpdesk during extended business hours.
Competencies Required:

  • Integrity– Ethical and honest. Maintains principle when faced with challenge.
  • Team Interaction- Collaborates with others; genuinely enjoys being a part of a team and shows support and interest towards co-workers.
  • Communication– Good oral and written communication skills. Able to deliver clear and concise information.
  • Initiative– Identifies what needs to be done and takes action; Contributes new ideas; looks for way to add value
  • Self-motivated– Identifies what needs to be done and takes action; contributes new ideas; looks for ways to add value.
  • Problem Solving– Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.


  • Previous experience in 2nd level helpdesk support
  • Experience with Zendesk is an asset
  • SQL experience
  • Retail background an asset

Key Performance Indicators (KPIs)

  • Response times on HD tickets
  • SLA achievement
  • % of escalated tickets
  • Satisfaction Score


StoreForce is growing quickly – it’s the kind of place you can make a real impact. We thrive on change, collaboration, and trust; And are fueled by a mutual passion for Specialty Retail. At StoreForce you’ll have the chance not only to work with some amazing people, but also with some of the world’s best retail brands.

We invest in our people, celebrate diversity, and foster a space for you to learn and grow, every day. Some of our employee’s favourite workplace perks include:

  • Flexible schedule and work from home policy
  • Casual work environment in modern and bright office spaces;
  • Employer-paid health benefits including a Health Spending Account;
  • RRSP Matching with First Time Home Buyer support*
  • Company paid training and professional development;
  • Extended Long Weekends and Religious Observance Days
  • Employee Referral Program
  • Dedicated Employee Assistance Program (EAP)

*Speak with the HR Specialist for full program details.

StoreForce is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment that is diverse and inclusive. This starts by welcoming and encouraging applications from all individuals including those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Types: Full-time, Permanent

Salary: $45,000.00-$50,000.00 per year


  • Casual dress
  • Company events
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Work from home

Flexible Language Requirement:

  • French not required


  • 8 hour shift


  • Zendesk: 2 years (preferred)
  • SQL: 2 years (preferred)
  • 2nd level Helpdesk: 2 years (required)
  • SaaS support: 2 years (preferred)

Work Location: Hybrid remote in North York, ON M6B 1W3