Job Title: User Support Technician

Job Description

About Humanverse

Humanverse is a digital-first marketing and technology agency working with REALTORS®, brokerages, legal professionals, and local businesses across Canada. We build and manage client portals, websites, automation systems, and internal tools that real people rely on daily.

We’re looking for a User Support Technician who enjoys solving problems, helping users, and improving systems—not just closing tickets.

Emplyment Type

Contract / Full-time (based on experience and availability)

Location

Mohali, India, or Calgary, Alberta (Remote / Hybrid depending on location)

Role Overview

As a User Support Technician, you will be the first point of contact for users experiencing issues with our client portals, Realtor platforms, websites, and internal systems. You’ll work closely with developers, operations, and account teams to ensure users receive timely, clear, and effective support.

This role is ideal for someone who is technically curious, patient, organized, and enjoys working with non-technical users such as REALTORS® and small business owners.

Key Responsibilities

• Communicate with users via email, chat, and video calls to understand and document technical issues
  
• Troubleshoot issues related to:
  • Client / Realtor portals
  • Website access and user accounts
  • Forms, logins, dashboards, and content updates
    
• Reproduce, diagnose, and resolve technical problems where possible
• Escalate complex issues to the development team with clear documentation
• Review user guides, internal documentation, and system manuals to apply solutions
• Provide step-by-step guidance and basic training to users
• Support business systems, websites, and internet-related issues
• Maintain a support log / knowledge base of issues and resolutions
• Assist with testing new features, updates, and system improvements
• Participate in improving workflows, usability, and documentation
• (Optional) Support or guide junior support team members as the team grows
  

Required Qualifications

• Completion of a college diploma or degree in:
• Strong problem-solving and communication skills
• Comfortable explaining technical concepts to non-technical users
• Basic understanding of Web platforms, User accounts and permissions, CMS or portal-based systems

Nice to Have

• Experience supporting SaaS platforms or internal portals
• Familiarity with:
  • WordPress or CMS platforms
  • CRM or client dashboards
  • Ticketing tools (ClickUp, Jira, Zendesk, etc.)
• Experience working with REALTORS®, real estate teams, or professional services clients
• Interest in learning web development, automation, or system analysis

Growth & Career Path

With experience, this role can progress into:

• Web Development
• Systems Analysis
• Product or Platform Support Lead
• Automation or QA roles

Humanverse actively supports learning and skill development.

Work Environment & Culture

• Remote-first and flexible
• Results-focused, not micromanaged
• Clear ownership and accountability
• Small team, real impact
• Continuous learning encouraged

Who Thrives at Humanverse

You’ll do well here if you:

• Take ownership of problems
• Communicate clearly and respectfully
• Are comfortable working with evolving systems
• Enjoy helping real users succeed
• Want to grow beyond a “support-only” role

How to Apply

Send your resume and a short introduction to sahil@humanverse.marketing or Fill the form on this page.