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 details
- Support internal teams with VR device logistics and user onboarding
- Contribute to user guides, FAQs, and standard operating procedures
Qualifications:
- 1–3 years of experience in end-user support, help desk, or technical support roles
- Experience supporting hardware devices and end-users in a production environment
- Strong troubleshooting and customer service skills
- Comfortable providing phone-based technical support
- Familiarity with ticketing systems and asset management tools
- Ability to manage multiple requests with strong attention to detail
- Excellent communication and documentation skills
Nice to have Qualifications:
- Experience supporting VR devices (Quest or similar)
- Knowledge of device provisioning, MDM, or deployment workflows
- Experience with shipping logistics and inventory coordination
- Familiarity with SaaS platforms and user access management
Key Skills & Competencies
- Customer-focused mindset.
- Strong organizational and time-management skills.
- Clear verbal and written communication.
- Ability to work independently and within a team environment.
Benefits:
- A comprehensive benefits package (Health, Dental, Life Insurance and RRSP).
- Remote work from home (available options).
- The opportunity for career growth and development.
- A collaborative and inclusive work environment.
Salary Range:
- Salary: 40,000 – 45,000 CAD Annually.
CGS evaluates compensation individually for each selected applicant. Final salary placement within our established parameters is based on multiple criteria, including regional market rates, internal equity considerations, cost-of-living geography, and candidate-specific attributes like professional experience, education, and technical skill sets.
About Us
For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries.
Learn more about CGS Inc® and CGS Immersive® in our websites:
https://cgsinc.com/en
https://cgsimmersive.com
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