Client Support Specialist

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    "city": "Toronto",
    "region": "ON",
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    "atsLocation": {
      "city": "Toronto",
      "state": "Ontario",
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    "jobOpeningName": "Client Support Specialist",
    "departmentLabel": "Client Support",
    "employmentStatusLabel": "Full Time"
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    "location": {
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    "datePosted": "2026-04-29",
    "atsLocation": {
      "city": "Toronto",
      "state": "Ontario",
      "country": "Canada",
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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\"><em>Please do not apply to this role if you are outside of Toronto, Brampton, Mississauga, Vaughan, or Markham. Your candidacy will be rejected, as this role requires once/month in-person meetings with the team.</em></span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About Us </span></p>\n<p><span style=\"font-size: 10pt\">Duco is making waves! Businesses in the digital economy succeed or fail based on their ability to deal with masses of data and complexity quickly and efficiently, and many of the world’s leading companies trust Duco with the management of their complex, mission-critical data.  Duco brings together data quality, reconciliation, data prep, and management in one agile, cloud-based platform.</span></p>\n<p><span style=\"font-size: 10pt\">Headquartered in London, with offices in New York, Boston, Wroclaw, Singapore, and Antwerp. Duco serves clients across the globe. Our customers include over 15 of the largest global international banks as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.</span></p>\n<p><span style=\"font-size: 10pt\"><br></span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold\">About The Role</span><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold\"><br></span><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">At Duco, </span><span style=\"font-size: 10pt\">the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You’ll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses. </span><span style=\"font-size: 10pt\"><br><br></span></p>\n<p><span style=\"font-size: 10pt\">This role is central to almost every other team in the company. You‘ll be working directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold\">What you will be working on </span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure.</span></li>\n<li><span style=\"font-size: 10pt\">Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients.</span></li>\n<li><span style=\"font-size: 10pt\">Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations, and expectations and communicating with various stakeholders.</span></li>\n<li><span style=\"font-size: 10pt\">Understanding customer needs including relevant features and configuration requests.</span></li>\n<li><span style=\"font-size: 10pt\">Conducting  calls with customers to help them and manage the case until it’s fully resolved.</span></li>\n<li><span style=\"font-size: 10pt\">Participating in knowledge sharing among colleagues.</span></li>\n<li><span style=\"font-size: 10pt\">Translating business needs into technical language (and sometimes back again!).</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Ideally, you will have</span><span style=\"font-size: 10pt; font-weight: bold\"><br><br></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">2+ years of experience in customer support with technical products, </span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">preferably in SaaS products</span></li>\n<li><span style=\"font-size: 10pt\">Practical experience querying SQL Databases</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with JIRA and Confluence</span></li>\n<li><span style=\"font-size: 10pt\">Experience working directly with external customers via email, phone, or video</span></li>\n<li><span style=\"font-size: 10pt\">Superb communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders </span></li>\n<li><span style=\"font-size: 10pt\">Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail </span></li>\n<li><span style=\"font-size: 10pt\">Self-sufficient in researching Support tickets through various methods including technical documentation</span></li>\n<li><span style=\"font-size: 10pt\">Ability to manage a busy workload and balance multiple priorities </span></li>\n<li><span style=\"font-size: 10pt\">A positive, flexible solutions and ideas-focused approach</span></li>\n<li><span style=\"font-size: 10pt\">Willingness to support US public holidays on a rotational basis or provide on-call coverage during out-of-shift hours or weekends</span></li>\n<li><span style=\"font-size: 10pt\">Experience with GitHub, and Kibana is a plus</span></li>\n<li><span style=\"font-size: 10pt\">Some practical experience in programming languages (Python, Ruby, JS) and any of the BI Tools (eg. Postman, Tableau, PowerBI, QuickView) is a huge plus</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Benefits:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Fully remote role from Toronto, Ontario, Canada</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A competitive annual base salary between $80,000 and $100,000 CAD, based on experience and qualifications</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Competitive Pay-for-Performance Bonus scheme</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Healthcare insurance through Manulife</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">RRSP Retirement Plan match</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Unlimited annual holiday, because we trust our people to manage their own time off</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Enhanced family leave</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Home working allowance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Personal learning and development opportunities </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Referral bonus if we hire someone great who you’ve recommended to us</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Spot Rewards</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Employee of the Month and Employee of the Year awards</span><br><br></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic; font-weight: bold\">Disclaimer </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at [email protected]. Include your contact information, the role you're applying for, and how we can accommodate you.</span></p>",
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