About Company
FTS Technical Solutions Inc. is a leading provider of comprehensive IT solutions and managed services based in Edmonton, Alberta. With a strong commitment to empowering businesses through technology, FTS offers a wide range of services including network management, data security, cloud solutions, and expert technical support. We pride ourselves on our proactive approach, ensuring clients’ IT infrastructure runs smoothly and efficiently, enabling them to focus on their core operations. Known for our expert team and client-centric approach, FTS Technical Solutions Inc. is dedicated to delivering reliable, scalable, and innovative technology solutions that drive business success across Canada.
Job Description
Are you a tech-savvy problem-solver with a passion for mobile technology and a knack for helping others? FTS Technical Solutions Inc. is seeking a dedicated and experienced Remote Mobile App Support Technician to join our growing team. In this pivotal role, you will be the first line of support for users experiencing issues with a variety of mobile applications, ensuring seamless functionality and an exceptional user experience. Working from the comfort of your home office, you will diagnose and resolve technical challenges, provide clear and concise guidance, and contribute to the overall satisfaction of our clients and their end-users across Canada. This isn’t just about fixing bugs; it’s about building trust, enhancing productivity, and making technology accessible to everyone. You will be instrumental in maintaining the high standards of performance and reliability that our clients expect from their mobile solutions. From troubleshooting installation issues and performance glitches to guiding users through complex features and integrations, your expertise will ensure that mobile applications are always running at peak efficiency. This role demands a blend of technical acumen, exceptional customer service, and the ability to adapt to new challenges in a dynamic digital landscape. You will collaborate closely with other IT support specialists and potentially development teams to escalate and resolve complex issues, ensuring a cohesive support experience. If you thrive in a fast-paced, remote environment, possess excellent communication skills, and are driven by the desire to turn complex technical problems into simple solutions, we encourage you to apply. Join FTS Technical Solutions Inc. and become an integral part of a company that values innovation, client success, and the well-being of its employees. We foster a collaborative remote culture where your contributions are recognized, and your professional growth is supported through continuous learning opportunities.
Key Responsibilities
- Provide first and second-level technical support for mobile application users via phone, email, and chat.
- Diagnose and resolve technical issues related to mobile app functionality, performance, connectivity, and installation across various operating systems (iOS, Android).
- Guide users through troubleshooting steps, feature usage, and common workarounds in a clear, patient, and professional manner.
- Document all support interactions, troubleshooting steps, and resolutions accurately in our ticketing system.
- Escalate complex or unresolved issues to senior support staff or development teams as necessary, ensuring timely follow-up.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ documents for mobile app support.
- Stay updated on the latest mobile technologies, app updates, and best practices in technical support.
Required Skills
- Minimum 3 years of experience in a mobile application support or IT helpdesk role.
- Proficiency in troubleshooting issues on both iOS and Android platforms.
- Strong understanding of mobile operating systems, network connectivity, and common app-related problems.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Demonstrated problem-solving abilities and a methodical approach to issue resolution.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow, JIRA Service Desk).
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent.
- Familiarity with remote desktop software and diagnostic tools.
- Experience supporting enterprise-level mobile applications or SaaS products.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision benefits package.
- Flexible remote work environment.
- Opportunities for professional development and continuous learning.
- Generous paid time off and holidays.
- Supportive and collaborative team culture.
How to Apply
Click on the link below to apply for the job.