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Product Support Specialist
3 weeks ago
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 areBusPlanner 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 startedWhat you will doDeliver industry-leading product and technical support to clients from across North AmericaTroubleshoot backend issues including data discrepancies, imports/exports, and performance concernsDeliver customized technical services to meet client needs and maximize retention and satisfactionProvide expert guidance on data formatting, cleansing, validation, and transformationConfigure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applicationsWork hands-on with database management systems (primarily SQL Server) to analyze and resolve client issuesSupport templated outputs and system integrations through XML configuration and transformationCreate and update help modules, client-facing documentation, and internal troubleshooting guidesBuild strong relationships with users to fully understand their needs and ensure long-term engagementParticipate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverageSuccessful 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.RequirementsWhat you bring to the table3+ 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 usersA proactive, problem-solving mindset and a desire to take ownership of technical challengesStrong organizational skills and ability to prioritize multiple requests in a fast-paced settingA collaborative spirit and an interest in improving internal tools and processes for the teamBenefitsWhat We OfferCompetitive 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.
