As the largest Canadian-owned and operated K-12 publisher, Nelson Education Ltd. is Canada's only heritage education content provider, known for its innovative products and solutions catering to learners across the country.
Nelson is on a mission to make learning accessible, engaging, and effective for all. That's why Nelson continuously strives to create dynamic curriculum-aligned content that caters to diverse learning styles, fostering critical thinking, creativity, and life-long learning.
In response to the evolving education landscape, Nelson developed Edwin, a digital learning ecosystem. Edwin is a learning platform for classroom success, providing curriculum-linked content, engaging tools and unparalleled support to reach every student.
Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible, one learner at a time.

Reporting to the Senior Technical Support Lead, Service Desk, the Technical Support Specialist will play a crucial role in ensuring our customers receive exceptional technical assistance and support. You will be the primary point of contact for addressing and resolving technical issues, assisting customers with product inquiries, and providing guidance to improve their experience with our products and services.

• Customer Support: Provide professional and friendly technical support to customers via phone, email, chat, or in person. Address and resolve technical issues, answer product-related questions, and ensure a positive customer experience. On-board and off-board users.
• Troubleshooting: Diagnose and troubleshoot software, hardware, and network problems. Analyze, replicate, and resolve technical issues efficiently and effectively.
• Documentation: Maintain accurate records of customer interactions and technical issues. Update knowledge base articles and create user-friendly guides to facilitate self-help for common issues
• Product Knowledge: Develop and maintain in-depth knowledge of our products and services. Stay up-to-date with product updates and improvements to effectively assist customers.
• Team Collaboration: Work closely with cross-functional teams, including developers, product managers, and quality assurance, to convey customer feedback and ensure timely issue resolution.
• Training and Education: Provide training and guidance to customers on using our products and services. Create and deliver informative webinars, documentation, or video tutorials.
• Feedback and Improvement: Gather and report customer feedback, suggesting improvements and product enhancements to enhance the overall user experience.
• Escalation: Escalate complex technical issues to the appropriate teams and follow up to ensure prompt resolution.

Requirements

The Technical Support Specialist is adaptable and thrives in fast-paced environments, staying cool under pressure while juggling competing priorities with ease. You have a genuine passion for helping others and bring a customer-first mindset to every interaction. You enjoy being part of a collaborative team and take pride in delivering clear, empathetic support.

The successful candidate for this position will possess the following requirements:

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience (1 year or more) in a technical support role.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Familiarity with common operating systems and software applications.
• Basic knowledge of network protocols and hardware components.
• Exceptional customer service skills and a customer-centric approach.
• Ability to work independently and collaboratively in a team.
• Adaptable and able to work in a fast-paced, dynamic environment.
• Eagerness to learn with the ability to take and apply feedback.

Benefits

At Nelson, we believe in taking care of our people.

Your well-being, growth, and work-life balance matter to us, which is why we offer a comprehensive benefits package designed to support you—professionally and personally.

The below benefits apply to this temporary contract position:

• This role is a largely on-site position (M-F, standard business hours) with occasional flexibility to work from home
• Commuter friendly location (Sheppard & Don Mills)
• Free, convenient shuttle bus service from Don Mills Subway Station to and from the office
• Access to on-site fitness center and fitness classes
• Access to LinkedIn Learning for continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and many things in-between.

This is a 12-month leave coverage position slated to end in the Summer of 2026, with the opportunity to become a permanent role in the future based on the needs of the business and performance.

Don't have 100% of the above qualifications? Do you still think Nelson is a great fit for you? We encourage you to apply anyway!

Nelson teaches the world by learning from everyone in it.

We are committed to fostering an equitable, diverse, and inclusive workplace environment. This is an integral part of our company's culture and mission that aligns with our four key pillars of Employee Diversity, Developing Authentic and Accurate Content, Amplifying External Voices, and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change. Truth, honesty, integrity, and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners.

We value a respectful, inclusive, and safe workplace that nurtures belonging and represents many different cultures, backgrounds, perspectives, and opinions. Everyone is free to be who they are.

We foster and continue to build relationships that are equitable, diverse, and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity, diversity, and inclusion at the core of what we do in our resources, the workplace, the educational community, and in the larger society.

We strive to build an inclusive world for everyone. We are stronger together.

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.
Should you require any accommodation during our recruitment and selection process, please reach out to [email protected].