Technical Support Technician

Can / Am Technologies, Inc.; Edmonton; On-site; CAD 55,000 - 64,000; Full time

Job summary

A leading software company in Edmonton is seeking a Technical Support Technician to enhance client interactions and provide effective support for internal applications. The role involves managing support tickets, ensuring efficient communication, and contributing to process improvements, all while working within a collaborative team environment. This is an opportunity to thrive in a role that combines technical know-how with customer service excellence, supported by a competitive salary and a strong commitment to employee growth.

Benefits

Medical benefits

Dental benefits

RRSP plans

Qualifications

• Fast learner with problem-solving aptitude.
• Experience with managing multiple tickets and client communication.
• Ability to produce results efficiently with minimal effort.

Responsibilities

• Provide support for client-facing and internal applications.
• Manage multiple support tickets and communicate status to clients.
• Assess and troubleshoot software and office equipment issues.

Skills

Problem-solving

Communication

Time management

Tools

Office equipment support

Network management

Printer 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've 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
  
  

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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