Product Support Specialist

3 weeks ago

Waterloo, Canada BusPlanner Full time

BusPlanner is building a world-class Client Services practice, and we are looking for driven, talented, and technically-minded Product Support Specialists to join our journey. This is a unique opportunity to be a part of a growing team as we strive to make a positive impact in the world of school bus transportation.

Who we are

BusPlanner builds market-leading software solutions for K-12 transportation departments across North America. We are on a mission to improve student transportation and empower the people who make it happen. We firmly believe that it takes both product innovation and stellar customer service to achieve our mission. BusPlanner has a 40-year legacy in delivering winning products and services to its clients, and we are only getting started

What you will do

- Deliver industry-leading product and technical support to clients from across North America
- Troubleshoot backend issues including data discrepancies, imports/exports, and performance concerns
- Deliver customized technical services to meet client needs and maximize retention and satisfaction
- Provide expert guidance on data formatting, cleansing, validation, and transformation
- Configure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applications
- Work hands-on with database management systems (primarily SQL Server) to analyze and resolve client issues
- Support templated outputs and system integrations through XML configuration and transformation
- Create and update help modules, client-facing documentation, and internal troubleshooting guides
- Build strong relationships with users to fully understand their needs and ensure long-term engagement
- Participate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverage

Successful candidates will work in our Waterloo office for 3+ days a week for a six-month training period, with a possibility of expanded remote work after successful completion of the training phase.

Requirements

What you bring to the table

- 3+ years in a client-facing technical support or product support role
- Advanced SQL capability (complex querying, schema interpretation, data-level debugging)
- Strong proficiency in Windows environments (admin, configuration, command-line operations)
- Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users
- A proactive, problem-solving mindset and a desire to take ownership of technical challenges
- Strong organizational skills and ability to prioritize multiple requests in a fast-paced setting
- A collaborative spirit and an interest in improving internal tools and processes for the team

Benefits

What We Offer

- Competitive salary and performance-based bonuses.
- Full health and wellness benefits.
- Flexible work hours and remote-friendly setup.
- A collaborative team culture focused on exceptional customer service.

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