---
title: "End User Support Specialist"
company: "Immersive"
company_url: "https://www.remjobs.works/companies/immersive"
url: "https://www.remjobs.works/job/immersive-end-user-support-specialist-76a9988f-8183-488e-9ad2-4514aba8a7cf"
apply_url: "https://job-boards.greenhouse.io/immersive/jobs/5409394008"
workplace: onsite
location: "Canada"
employment_type: unspecified
seniority: mid
role: customer-support
region: canada
date_posted: 2026-08-28T16:17:08.000Z
first_seen_by_remjobs: 2026-09-05T08:27:14.851Z
---

# End User Support Specialist

**Immersive** · Canada

Apply: https://job-boards.greenhouse.io/immersive/jobs/5409394008

## About the role

**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.

**S****alary 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://cgsinc.com/en)
[https://cgsimmersive.com](https://cgsimmersive.com/)

---

Source: Immersive's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/immersive-end-user-support-specialist-76a9988f-8183-488e-9ad2-4514aba8a7cf