Technical Support Specialist

Description
Who We Are
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments "Connect and Simplify Municipal Information to help make data informed decisions." We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What We Offer
Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada. We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits. We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business. We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis' office in Old Strathcona (Edmonton, Alberta). Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more

The Opportunity
As a Technical Support Specialist, you will play a critical role in the post-implementation phase of CATALIS software. You will take full ownership of any support issues that arise, ensuring they are effectively managed and resolved. In this role, you will provide prompt and professional responses to CATALIS customers via phone, email, or portal, while keeping management and leadership informed of key issues and updates as needed. Your proactive approach and strong communication skills will be vital in delivering a seamless customer experience and supporting the continued success of CATALIS software.

This is an onsite position working out of our Edmonton office Monday through Friday.

What You Will Do

• Own and manage all customer support cases, working directly with customers and internal teams to ensure timely resolution.
• Create and maintain documentation of reported issues, resolutions, and procedures to ensure consistent and high-quality support.
• Address escalated issues from Customer Support Specialist team, providing efficient and effective solutions.
• Provide proactive and timely updates to customers on the status and progress of ongoing issues.
• Identify, troubleshoot, and resolve technical issues, or escalate promptly per company protocols to ensure quick resolution.
• Represent CATALIS and its products with professionalism, fostering a positive customer experience.
• Stay up to date on the latest product solutions and technical knowledge to ensure expertise in troubleshooting and support.
• Facilitate smooth support transitions, ensuring the team has the necessary information to deliver exceptional service. This includes participating in Implementation/Onboarding to Support transition calls with customers.
• Document customer feedback and collaborate with the Customer Support team to submit enhancement requests to the IT/Product Development teams.
• Troubleshoot and provide solutions for technical issues, including guiding customers on workarounds, applying patches, installing updates, and gathering logs/system information for faster resolution.

Requirements
What you Will Need to Succeed

• Bachelor's degree in information systems or a related field, or equivalent work-related experience.
• Basic knowledge of databases
• Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc.
• Familiarity with SaaS solutions
• 2 -3 years of experience with software support
• Salesforce Service experience a plus
• Strong problem-solving skills
• Strong attention to quality processes and detailed work
• Strong communication skills and the ability to work independently
• Ability to interact effectively both verbally and written with clients and team members
• Ability to manage multiple projects through prioritization & flexibility while paying strict attention to detail.
• Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check.

This job description is not designed to be a complete list of all activities required to be successful in the above position. Catalis retains the right to change or assign other activities to this position.

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.