Customer Success Associate

Job summary

Act as the first point of contact for employees needing workplace technology assistance, focusing on building trust and delivering exceptional customer service. Provide basic technical support for hardware and software while documenting all interactions in a ticketing system.

Job details

About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled. Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen! Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours. If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us. Position Overview: The Customer Success Associate is the first friendly, professional point of contact for employees needing help with their workplace technology. This role is about building trust, creating a great service experience, and ensuring users feel supported. While basic technical skills are required, the focus is on delivering exceptional customer service—listening, empathizing, and making sure every interaction leaves the user confident and satisfied. Key Responsibilities: Customer Service & Relationship Building Welcome and assist users with a friendly, professional attitude. Actively listen to user concerns, confirm understanding, and ensure they feel heard. Explain solutions in clear, non-technical language. Provide tips and guidance to help users work more efficiently and avoid recurring issues. Follow up with users to confirm satisfaction and resolution. IT Support & Problem Solving Provide in-person assistance for common issues with laptops, desktops, mobile devices, printers, and standard applications. Troubleshoot and resolve basic problems; escalate complex issues to senior team members. Assist with device setup and basic configuration. Document all interactions and resolutions in the ticketing system. Team Collaboration & Learning Work closely with senior deskside technicians and the Service Desk team to ensure seamless handoffs. Learn and develop both technical and customer service skills on the job. Share feedback from users to help improve IT services. Skills & Qualifications: Exceptional communication, empathy, and people skills. Proven ability to deliver excellent customer service in a fast-paced environment. Basic understanding of computer hardware, software, and networks. Strong problem-solving attitude and attention to detail. Preferred Experience 1–2 years of experience in a customer service role (retail, hospitality, call center, or similar). Exposure to IT support, help desk, or technology troubleshooting is a plus Familiarity with Windows, macOS, and Microsoft 365 is helpful but not required. What Compugen Offers You: Exciting, fast-paced challenging work environment A culture where authenticity and diversity are valued Professional development Participation in Women in Technology Network Opportunities to give back to our local communities Collaborative supportive team members Remote work/hybrid work options Work/life flexibility Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

What you’ll do

Act as the first point of contact for employees needing workplace technology assistance, focusing on building trust and delivering exceptional customer service. Provide basic technical support for hardware and software while documenting all interactions in a ticketing system.

Requirements

Requires exceptional communication and empathy skills with a basic understanding of computer hardware, software, and networks. Prefers 1-2 years of customer service experience and familiarity with Windows, macOS, and Microsoft 365.

Benefits

• Professional development • Women in Technology Network • Community give-back opportunities • Remote work/hybrid work options • Work/life flexibility

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft 365 · Preferred
• Communication · Preferred
• Windows · Preferred
• Relationship Building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Communication
• Empathy
• Problem Solving
• Technical Troubleshooting
• Windows
• MacOS
• Microsoft 365
• Hardware Support
• Software Support
• Ticketing Systems
• Relationship Building

Job areas

• Customer Service & Support
• Technology
• Consulting