Product Support Specialist (Alberta Beach)

Title

Product Support Specialist

Company

Insignia Software

Positions

1

Job type

Permanent, In office

Hours

7-4pm, M-F

Languages required

English, French is an asset

About the position

This is a full-time, permanent position and will start as soon a suitable candidate is found. Our office is at 1074 103A Street SW, Edmonton. For the right candidate, this position can lead to a manager position.

Please note only candidates with a professional resume and living in Edmonton or surrounding will be considered.

Who we are

We are a team on a mission to simplify and streamline the work that our educators and librarians do to make knowledge accessible to everyone. Specializing in Library Automation Systems and other education-industry software, we strive to develop and distribute easy to use software solutions that empower the future of our schools and libraries. Insignia's customers range from K-12 school districts and public libraries to academic and special libraries who use our ILS to manage their operations.

Description

Insignia Software is seeking a Product Support Specialist in our Customer Care Team. We are looking for a technically diverse, energetic, strategic thinking professional with a solid technical and people/project management background. The Technical Support Specialist is responsible for resolving technical issues and documenting technical protocols in tandem with customer care. The individual focuses on implementing the necessary tools to provide unsurpassed technical support and problem solving.

Responsibilities

• Resolve technical customer issues.
• Review product support cases to ensure a high standard and clarity in escalation to developers.
• Ensure there is proper documentation for every technical process.
• Responsible for delivering technical training material.
• Demonstrate strong follow-through and consistently keep commitments to customers and senior management.
• Product enhancement recommendations to improve the product.
• Providing phone and email support to troubleshoot user queries.
• Responsible for quality control/bug testing of new releases.
• Support product development through research and documentation.
• May be required to travel for training or onsite visits to customers.

Qualifications

• Bachelor’s degree in IT, Computer Science or related degree is an asset.
• Strong interpersonal skills and professional phone and email etiquette.
• Excellent technical writing skills.
• 3-5 years’ experience in software support preferred.
• Leadership experience is highly preferred.
• French is an asset.

Salary

$60,000-$75,000 per year as well as annual bonus based on performance.

Benefits

Blue Cross Benefits: After three-month probation period.

RRSP Matching Program: After one-year of service.