Posted 2w ago•Canada
End User Support Specialist
MiddleCanadaSalary undisclosed
Job Description
Innovation Starts With You.
End-User Support Specialist
Full time / Permanent Position
Remote
Job Role:
The End-User Support Specialist is responsible for providing Tier 1 technical and operational support for VR end-users, with a primary focus on configuring, dispatching, shipping, and managing replacement Quest devices. This role ensures a seamless end-user experience through timely issue resolution, device lifecycle management, and close collaboration with internal support teams.
Responsibilities:
- Configure, provision, and prepare Quest VR devices for end-user deployment
- Manage dispatching and shipping of replacement and new VR devices, including tracking and documentation
- Provide Tier 1 phone, email, and ticket-based support for VR end-users
- Troubleshoot basic hardware, software, connectivity, and user-access issues
- Guide end-users through device setup, usage, and best practices
- Coordinate device returns, replacements, and inventory updates
- Escalate complex technical issues to Tier 2 / engineering teams as needed
- Maintain accurate support records, asset logs, and shipping
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