Technical Support Specialist

ArboStar is the leading all-in-one business management platform servicing clients in the green industry such as landscaping, tree care, lawn care and more, across the globe. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction. With a dynamic and fast-growing team of 80+ professionals, ArboStar is committed to delivering exceptional products and services that help our clients succeed.

Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the green industry with innovative technology and outstanding service.

We are seeking a Technical Support Manager to lead client support during implementation, resolve technical challenges, and improve overall service quality under Customer Success. In this role, you will act as a key liaison between clients and internal teams, ensuring a seamless user experience while driving continuous improvements in our technical support processes

Key Responsibilities:

Client Support During Implementation:

• Collect and assess technical issues from newly signed clients to ensure a smooth and efficient onboarding process.
• Lead troubleshooting meetings and provide real-time technical support via Google Meet, phone calls, and recorded training materials to ensure effective issue resolution.

Technical Support & Client Assistance:

• Act as the first point of contact for clients experiencing technical issues, supporting over 300+ clients and managing 20 to 30 calls per day (shared with other managers).
• Diagnose and troubleshoot technical problems, escalating complex cases to developers while maintaining a high level of client satisfaction.
• Create and manage bug reports, tracking issues using CRM platforms such as Jira, Pipedrive, or similar systems.
• Work closely with the QA department to reproduce and analyze errors for effective resolution.

Ongoing Client Success & Engagement:

• Proactively check in with clients to ensure continued system usage, resolve potential issues, and enhance customer satisfaction.
• Assist in developing user guides, FAQs, and other training materials to improve client self-sufficiency.

Requirements:

Technical & Industry Experience:

• Experience in the IT industry (client onboarding, technical support, or customer success in a B2B SaaS environment).
• Strong technical troubleshooting skills and ability to communicate complex concepts clearly to non-technical users.
• Familiarity with CRM platforms such as Pipedrive, Jira, or similar systems is preferred.
• Experience with Excel and other reporting tools.

Communication & Training Skills:

• Excellent English communication skills (C1 or higher), both written and verbal.
• Strong presentation and training skills, with the ability to conduct client sessions via Google Meet, phone calls, and recorded training materials.

Professionalism & Organization:

• Highly organized and self-motivated, capable of handling multiple tasks and shifting priorities.
• Customer-focused approach with a commitment to providing excellent service.

Flexibility & Work Schedule

• Availability to work within the Canadian time zone, 16:00 — 00:00 (EET/UTC+2, Ukrainian time zone)
• Ability to check in during 2 hours a day on Saturday shifts in the Canadian time zone.

What We Offer:

• Only remote work
• An opportunity to significantly influence the direction of the company;
• Steep learning curve and personal growth opportunities;
• Access to courses and training;
• Corporate English language training;
• Paid vacation;
• Competitive salary.