End User Support Specialist

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