Technical Support Specialist

5 days ago

Old Toronto, Canada Volanté Systems Full time
Volanté is an industry leading Enterprise Point-of-Sale (POS) company that sells its leading-edge hospitality solutions to blue-chip customers all across North America. With a team of over 100 employees in its Toronto, Ontario and Charlotte, North Carolina offices, Volanté's POS software has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments.

We are looking for an enthusiastic and talented Technical Support Specialist to join our support team The ideal candidate will come armed with concepts in technical support, documentation, client training, as well as, software and hardware troubleshooting. Ideally, you have 4 years' experience in this field. This is a great opportunity to build on your experience and grow within a growing company. You will be interacting with external clients of Volante, whom are users of our POS Software. Tickets will be dealt with through phone calls and emails. If you have great customer service and technical abilities - we invite you to apply

What You'll Be Doing:
  • Learn Volante's product offering
  • Understand and own the ticketed issue by expeditiously determining the root-cause, devising an action plan with timelines to resolution, communicating with the customer and closing the ticket once resolved to the satisfaction of the customer
  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.
  • Document all customer interactions and resolutions in the existing case management systems.
  • Actively contribute to our technical knowledge base, online community, and other technical documentation.
  • Collaborate with internal teams in identifying product defects, designing solutions, and testing.
  • Work effectively with cross-functional teams including Direct Sales, Channels, Support, Engineering and Operations.
What We're Looking For:
  • Willingness to work some statutory holidays and participate in a rotational After-Hours program with paid compensation.
  • Bilingual English/French capabilities are preferred
  • Experience with Point of Sale (POS) solution is preferred
  • 4+ years in a Technical Support or Help Desk role, preferably in SaaS
  • 1+ years working with/exposure to SQL
  • 1+ years working in/exposure to Linux or Windows operating systems
  • A keen, analytical mind and advanced problem solving-skills coupled with a commitment to extraordinary customer experience
  • Excellent communication skills - both in verbal and written correspondence
  • Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLA's and deadlines
  • Completed post-secondary education in a related field
  • Previous exposure to/experience with reading OS level logs, system logs, and proprietary application logs
  • Customer service experience working in the Food & Beverage or Hospitality Industry is an asset
  • Experience in leading a small team will be an asset
What You'll Get Out Of It:
  • Ability to leverage your experience to accelerate Volante's growth and achieve your own goals
  • Work with some awesome, fun-loving, and diverse people
  • Benefits Plan that includes Vision, Dental, and extended Health Care
  • Perks: Free parking, company socials, flexible work hours, casual office environment, free snacks and more
We are dedicated to fostering a diverse, equitable, and inclusive workplace. We believe that diversity in all its forms is a source of strength and innovation, and we are committed to creating an environment where all employees can thrive.

We recognize the importance of accessibility and are committed to providing accommodations to employees with disabilities to ensure they can perform their roles to the best of their abilities. Our workplace adheres to the Accessibility for Ontarians with Disabilities Act. We welcome and encourage candidates from all backgrounds and abilities to apply for our open positions. #J-18808-Ljbffr

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