Technical Support Technician

Can/Am Technologies, Inc.; Edmonton; On-site; CAD 30,000 - 60,000; Full time

Job summary

A technology solutions provider in Edmonton is seeking a Technical Support Technician to assist with client-facing and internal applications. The ideal candidate will have strong problem-solving skills, proficiency in SQL, and the ability to manage multiple support tickets efficiently. This role offers a competitive salary starting at $55,000 and a comprehensive benefits package.

Benefits

Medical benefits

Dental benefits

RRSP plans

Challenging work environment

Qualifications

• Fast learner with an aptitude for solving problems and providing fast-paced results.
• Experience managing multiple tickets with varying priority.
• Able to communicate effectively with both technical and business personnel.

Responsibilities

• Support client-facing and internal applications.
• Manage and follow up on support tickets.
• Assess and troubleshoot computer software and office equipment.

Skills

Problem-solving

SQL proficiency

Technical communication

Office equipment management

Job description

About Can/Am Technologies

At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cash Receipting software is an industry-leading solution that automates and streamlines cash handling and financial management practices for State, County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations: Edmonton Alberta, and Denver Colorado.

We\u2019ve built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:

• Pursue thoughtful understanding | approaching every situation and person with compassion, seeking to gain insight at a deeper level
• Challenge reality | honestly aspiring to improve with forward-focused ambition
• Engage growth together | cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential
• Spark | igniting joyful experiences and innovative solutions with passion and energy
• Pay it forward | creating lasting value by investing generously in our people, platforms, and community

Position Summary

Can/Am is looking for a dedicated and thorough Technical Support Technician to support Can/Am’s client-facing and internal applications. Can/Am is quickly becoming a leading local government POS System provider. You will be a key player in providing the necessary support our company needs to continue our fabulous track record of exceptional service while working alongside a committed group of professionals. In addition, this role will require a keen eye for improvement and a developed maturity in prioritization of clients’ needs. This role will report to the Director of Support and Operations.

Qualifications

The candidate should be a fast learner with an aptitude for solving problems and providing fast-paced results.

• Managing multiple tickets with varying priority and timeframes
• Communicate and follow up with clients to clarify and provide updates on tickets
• Work efficiently within varying time frames to meet client needs
• Ask necessary questions to identify necessary requirements and expected results
• Able to produce significant output with minimal wasted effort
• Communicate effectively to both technical and business personnel
• Office equipment support/management
• Network/printer/hardware
• Be able to follow technical processes to run internal routines in support of staff members
• Proficiency in SQL for querying, analyzing, and troubleshooting data across relational databases (e.g., MySQL, PostgreSQL, SQL Server)
• Ability to read and interpret application logs, error messages, and system alerts to diagnose issues

Key Goals and Success Criteria

• Run through procedural documentation to prepare product sites for sales demos
• Strong communication skills that result in clear understanding and expectations for both clients and internal staff
• A high level of responsiveness resulting in quick solutions, follow-through, and status updates
• Intrinsically motivated to support others and provide positive interactions
• Provide long-term solutions that will result in higher levels of efficiency
• Support product improvement and contribute to the knowledge base of Can/Am that is used by clients, partners, and internal staff
• Assess and troubleshoot computer software and other internal office equipment support issues
• Receive telephone calls and emails to inquire about issues and provide solutions or escalate to the appropriate personnel
• Interact with co-workers to identify internal issues and research to find a solution
• Perform software tests to determine its value add to the customer
• Write and revise internal documentation to train and reflect internal processes and procedures
• Be available during support hours with periodic on-call requirements

What You Will Receive

• A challenging, fulfilling career with co-workers who interact within the framework of our values as a small, vibrant team
• A competitive pay scale (Starting at $55,000 base salary)
• Generous benefits of medical, dental, and RRSP plans
• The opportunity to make a real difference in the lives of our clients and staff

If you are qualified for this position and have a passion for providing excellent support and strategic results, we would love to hear from you!

EOE Statement

Can/Am is an Equal Opportunity Employer that does not discriminate on the basis of age, race, sex, religion, national origin, disability, or any other non-merit factor protected by applicable federal, state, and local laws. Can/Am is committed to working with and providing reasonable accommodation for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please contact [e-mail] and let us know the nature of your request and your contact information.

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