--- title: 'End User Support Specialist at CGS Immersive' canonical: 'https://feeny.ai/job/end-user-support-specialist-cgs-immersive-canada-w0yprdpfg1rj' type: 'job' last_seen: '2026-09-10' --- # End User Support Specialist at CGS Immersive - **Company:** CGS Immersive - **Location:** Canada - **Posted:** 2026-08-28 - **Last confirmed live:** 2026-09-10 - **Apply:** https://job-boards.greenhouse.io/immersive/jobs/5409394008 ## Job description 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](https://cgsimmersive.com/) ## About CGS Immersive ## Company Overview - **One-liner**: CGS Immersive builds AI-driven roleplay, AR/XR, and immersive training solutions that help enterprises onboard faster, upskill at scale, and improve workforce performance. - **Entity Type**: Private (division of CGS, a global private company) - **Headquarters**: Saint John, New Brunswick, Canada (with innovation hubs across the Americas, EMEA, and Asia Pacific) - **Founded**: Not publicly disclosed; CGS has served enterprise clients for 40+ years, and CGS Immersive operates as its innovation lab and training transformation engine. - **Founders**: Not publicly listed; the team is led by executives within CGS. ## Core Business - **Primary industry**: Corporate learning & development, immersive technology, AI-powered workforce training. - **Target customers**: B2B – enterprise organizations across 20+ sectors including healthcare, frontline industries, and high-stakes environments. - **Mission**: “Make tomorrow work” – transform workforce performance through immersive, AI-driven learning experiences. ## Products & Services - **[Cicero](https://cgsimmersive.com/)**: AI-powered roleplay and workforce productivity platform that delivers instant feedback and lets users practice unscripted, high-stakes scenarios. *(SaaS)* - **[TeamworkAR](https://cgsimmersive.com/)**: Augmented & virtual reality (XR/AR) platform for risk-free, hands-on training simulations, onboarding, and experiential learning. *(SaaS / Platform)* - **Transformation & Learning Consulting**: Strategic services to align learning journeys with business goals, including content design, analytics, and performance acceleration. *(Service)* ## Market Standing - **Valuation/Market Cap**: Not publicly available (privately held division). - **Key Metric**: Supports over **2 million learners per year** across 30+ countries and 30+ languages; delivers **40–60% cost reductions** and up to **$10M+ annual savings** for clients. - **Notable Investors/Partners**: Collaborative relationships with Apple, Google, and Meta; recognized by **Fast Company** as one of the world’s most innovative companies; **10+ consecutive years in Training Industry’s Top 20**. - **Growth Signals**: Transitioning from a custom learning solutions business to a scaled AI/XR platform company; holding **three patents in immersive technology** and hundreds of certifications; recent hiring for senior revenue and product roles. ## Competitive Advantages - **40+ years of global training expertise** embedded in enterprise learning. - **Measurable results** – clients see 53% faster onboarding, 60% higher retention, and multimillion-dollar savings. - **Patented immersive technology** (three patents) and deep collaborations with tech giants. - **2,000+ experts** in learning design, experience strategy, AI, and XR development. - **Enterprise-grade scale** – deployed across 40+ countries, 30+ languages, with robust security certifications. ## Strategic Focus - **Scale platform business** – grow Cicero and TeamworkAR from custom projects into self-service, AI/XR platforms. - **Deepen AI capabilities** – enhance real-time roleplay coaching and adaptive learning analytics. - **Expand global footprint** – leverage existing hubs and partnerships to reach new industries and geographies. - **Maintain thought leadership** – continue industry recognition and patent filings to stay ahead in immersive corporate learning. ## Why Work Here - **Culture of innovation** – “Invent boldly” with cross-functional teams building solutions used by millions. - **Global flexibility** – remote and hybrid roles available; hubs in Canada, the Americas, EMEA, and APAC. - **Learning & growth** – dedicated upskilling, cross-training, certification support, and mentorship from industry leaders. - **Inclusive environment** – globally inclusive, accessible workplace that values diverse perspectives. - **Impact** – directly contribute to transforming how the world learns and works; projects with world’s most admired brands. - **Perks**: Comprehensive health & wellness benefits, community volunteering opportunities, service milestones, and hackathons. - **Engineering culture**: Small, focused backend teams working with Go, Java, and modern cloud infrastructure; strong stakeholder communication expected. ## Sources 1. [CGS Immersive – Main Site](https://cgsimmersive.com/) 2. [CGS Immersive – Careers](https://cgsimmersive.com/careers) 3. [CGS Immersive – About Us](https://cgsimmersive.com/about) 4. [CGS Immersive – LinkedIn](https://www.linkedin.com/showcase/cgs-immersive/) 5. 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