Application Support Specialist

**Organization Profile**

EPASS Software is a successful and profitable small software company located in the new Health and Technology District in Surrey City Centre, near the King George Skytrain station.  We create and support custom software for the Appliance, Electronics, and Furniture Sales & Service industries. We have been in business since 1973 and have an established client base across North America. Our solutions have evolved with technology - from the original DOS system to a Windows client-server system that is widely used today - we are now growing our team and have begun development of our future cloud-based solutions.

The EPASS enterprise system covers all aspects of the industry - including POS, inventory control, dispatching, mapping, barcoding, mobile solutions, e-commerce, and fully integrated accounting. A career with EPASS will be fast-paced and rewarding, with opportunities for career advancement and continuing education.

Please note that we are seeking a local applicant in the Lower Mainland. We operate with a hybrid work from home / work from office model, and you will be scheduled to work at least 2 days per week in our Surrey office. We are careful to ensure all health safety protocols and our office space is brand new with lots of room for growth, an upscale office lounge for our employees, and access to building amenities like the gym, yoga room, change rooms with showers, and more.

**Position: Application Support Specialist**

Support is primarily provided over the phone - but we are not a call centre. In addition to the EPASS software suite, there is some amount of hardware support for products we sell such as barcode scanners, pin-pads, and related equipment. All training on our EPASS software and its environment is provided in-house as part of your onboarding.

**Key Responsibilities**
- Manage your queue of open support tickets to ensure that your notes are up-to-date and SLAs are being met
- Facilitate escalation of urgent technical issues
- Document and test bug fixes and feature requests
- Work with management to advocate customer issues
- Participate in technical configuration and onboarding of new customers
- Work with partner companies to set up or maintain points of integration
- Participate in rotation for after-hours coverage

**Required Skills, Knowledge & Abilities**
- Minimum of 2 years working in a retail environment. Appliance retail would be a bonus
- Excellent communication skills, both written and verbal. Must be able to explain technical topics in a non-technical way
- Ability to write customer-facing documentation
- Strong critical thinking, time management, and decision-making skills
- A basic understanding of TCP/IP networking and troubleshooting skills for MS Windows
- Ability to document your work and keep your support tickets updated in real time
- Ability to multi-task and prioritize in stressful and high-impact situations while maintaining attention to detail and quality standards

**Experience with the following is an asset**:

- SaaS solutions
- Relational databases (SQL or Crystal Reports, etc.)
- Point of sale, inventory control, or accounting software
- Appliance Sales or Service

Salary
- $65k-75k annually

**Benefits**:

- RRSP matching program
- Flexible PTO policy
- Extended healthcare/dental/vision coverage
- Disability & life insurance
- Casual dress
- Option to work from home part-time
- Company outings

Pay: $65,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- Monday to Friday
- On call

Application question(s):

- Are you able to commute to our Surrey office at least twice per week?

**Experience**:

- Application support: 2 years (required)

Work Location: Hybrid remote in Surrey, BC V3T 0M1