Application & Systems Support Technician

WCD helps organizations rethink their back-office operations. As a leader in back-office optimization, we turn the back office into a driver of data intelligence, business growth, and competitive advantage. Our approach connects people, process, data, and automation—eliminating low-value, repetitive tasks, accelerating workflows, improving accuracy, unlocking insights, and freeing your team to focus on what truly moves the business forward.

Our solutions include managed back-office services, automated digital document delivery platform, and AI-driven digital mailrooms—backed by a team with expertise in outsourced print management, document scanning & imaging, workflow automation, and enterprise content management. We support key functions across the mailroom, accounting, operations, records management, and reception.

Over seventy years strong—and still helping organizations work smarter and move faster.

WCD is looking for an Application & Systems Support Technician to join our Technology Services team. Reporting to the Application Support Manager, this highly organized, customer-centric technology expert is responsible for providing Tier 1 application and systems support and basic platform configuration for WCD customers and internal users. They will also be responsible for the project coordination on technology implementations. This person will troubleshoot, escalate, and own the resolution of issues with clarity, urgency, and care, and enjoys building good relationships and strong rapport with their customers.

Working within the Support Management framework, the Support Technician focuses on enhancing the customer and business user experience by proactively identifying improvements and minimizing incidents. As the face of reliability for our customers and internal users, collaboration with Application Support, IT, Professional Services, and Business Users is essential in limiting disruption to workflows, preventing recurring issues and ensuring optimal performance.

As a client-facing representative of Technology Services, the Support Technician embodies WCD's values: Teamwork, Integrity, Excellence, Bravery, Creative and Caring.

Success Factors:

• High user satisfaction and SLA compliance
• Effective problem ownership and timely resolution
• Improved service consistency
• Contributions to successful project delivery
• Adherence to internal policies and standards

Key Responsibilities:

A. Application & Technical Support

• Manage ticket queues and prioritize issues per SLAs
• Troubleshoot and resolve technical/application issues with internal teams and vendors
• Monitor, configure, and support business applications and production systems
• Support user onboarding: registration, training, access rights, and quality control
• Provide Tier 1 support for scanners, peripherals, and imaging tools
• Contribute to application monitoring, performance tuning, and stability
• Deliver training on support processes and tools
• Identify service improvement opportunities and assist in project initiatives

B. Customer & Sales Support 

• Train users and sales teams on products and solutions
• Support sales demos and presentations with technical input
• Recommend solutions that enhance customer satisfaction
• Assist in creating scopes of work and operational reporting
• Collaborate with operations to resolve production support requests

C. Documentation & Research 

• Maintain technical documentation and a knowledge repository
• Develop support materials and update procedures
• Research recurring issues to identify trends and best practices
• Explore tools and updates to stay current with application technologies

Education:

• 2 year diploma in Computer Science or related discipline
• 2+ years in a technical support role
• Post-secondary education in a related field is an asset

Job Requirements:

• Strong customer service orientation and communication skills
• Ability to manage multiple tasks under pressure
• Technical proficiency in systems, applications, and office equipment
• Problem-solving, troubleshooting, and debugging expertise
• Willingness to work flexible hours as needed

Assets:

• Experience with digital storefronts and workflow automation
• Understanding of databases, coding, Java, and web technologies
• Working knowledge of Adobe Creative Suite

Working Conditions:

This position is based on Calgary, Alberta. The corporate work environment is described as dynamic, professional, entrepreneurial, high velocity, responsive, collaborative, and team oriented. Standard office hours are 8:00am-5:00pm (Monday through Friday). Business demands may require work hours outside of standard hours of operation including some weekends and evenings.

Join WCD to grow your career, expand your knowledge, and become part of a fun team committed to customer success.