Technical Support Technician
About Can/Am Technologies
At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cash Receipting software is an industry-leading solution that automates and streamlines cash handling and financial management practices for State, County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations: Edmonton Alberta, and Denver Colorado.
We've built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:
- Pursue thoughtful understanding | approaching every situation and person with compassion, seeking to gain insight at a deeper level
- Challenge reality | honestly aspiring to improve with forward-focused ambition
- Engage growth together | cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential
- Spark | igniting joyful experiences and innovative solutions with passion and energy
- Pay it forward | creating lasting value by investing generously in our people, platforms, and community
Position Summary
Can/Am is looking for a dedicated and thorough Technical Support Technician to support Can/Am’s client-facing and internal applications.
Can/Am is quickly becoming a leading local government POS System provider. You will be a key player in providing the necessary support our company needs to continue our fabulous track record of exceptional service while working alongside a committed group of professionals.
In addition, this role will require a keen eye for improvement and a developed maturity in prioritization of clients’ needs. This role will report to the Director of Support and Operations.
Qualifications
The candidate should be a fast learner with an aptitude for solving problems and providing fast-paced results.
- Managing multiple tickets with varying priority and timeframes
- Communicate and follow up with clients to clarify and provide updates on tickets
- Work efficiently within varying time frames to meet client needs
- Ask necessary questions to identify necessary requirements and expected results
- Able to produce significant output with minimal wasted effort
- Communicate effectively to both technical and business personnel
- Office equipment support/management
- Network/printer/hardware
- Be able to follow technical processes to run internal routines in support of staff members
Key Goals and Success Criteria
- Run through procedural documentation to prepare product sites for sales demos
- Strong communication skills that result in clear understanding and expectations for both clients and internal staff
- A high level of responsiveness resulting in quick solutions, follow-through, and status updates
- Intrinsically motivated to support others and provide positive interactions
- Provide long-term solutions that will result in higher levels of efficiency
- Support product improvement and contribute to the knowledge base of Can/Am that is used by clients, partners, and internal staff
- Assess and troubleshoot computer software and other internal office equipment support issues
- Receive telephone calls and emails to inquire about issues and provide solutions or escalate to the appropriate personnel
- Interact with co-workers to identify internal issues and research to find a solution
- Perform software tests to determine its value add to the customer
- Write and revise internal documentation to train and reflect internal processes and procedures
- Be available during support hours with periodic on-call requirements
- A challenging, fulfilling career with co-workers who interact within the framework of our values as a small, vibrant team
- A competitive pay scale (Starting at $55,000 base salary)
- Generous benefits of medical, dental, and RRSP plans
- The opportunity to make a real difference in the lives of our clients and staff
EOE Statement
Can/Am is an Equal Opportunity Employer that does not discriminate on the basis of age, race, sex, religion, national origin, disability, or any other non-merit factor protected by applicable federal, state, and local laws.
Can/Am is committed to working with and providing reasonable accommodation for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please contact [email protected] and let us know the nature of your request and your contact information.