Support Technician (Call Center Department)

Support technician (Call Center Department)

Location: Remote, within British Columbia, (All applicant must reside in BC at time of hire.)

Why Join SpeedLine?

SpeedLine Solutions is a leading Tech Employer that develops and supports innovative Point of Sale (POS) software since 1990. Our solutions empower restaurant operators and chains across North America to streamline their operations and elevate customer experiences.

At SpeedLine, we pride ourselves on fostering a collaborative and supportive work environment that prioritizes work-life balance and professional development. We are seeking talented team-oriented individuals to join our growing team.

Do you have a passion for technology and its impact on the food service industry? Keep Scrolling to find out more…

Competitive Salary & Benefits

• Comprehensive benefits package, including extended health and employee assistant program.
• Career development, comprehensive training, and tuition reimbursement program.
• Additional paid time off for pre-planned personal/family leave.
• Annual salary and performance reviews, with regular one-on-one coaching sessions.
• Personalize your own workspace.
• Company-wide employee and peer formal recognition programs.
• Internal committees with specific mandates to enhance employee and community well being.
• Engage with a diverse team of 90+ employees who all work collaboratively to grow our in-house developed and managed POS solutions.
  
  

Unwind & Recharge

• Game On: Challenge your colleagues to a friendly match of ping pong, darts, foosball or rod hockey in our dedicated games room.
• Lounge in Style: Relax and unwind in our comfy lounge with a big-screen TV.
• Fuel Up & Freshen Up: Multiple conveniently located kitchenettes to keep your workday running smoothly.
• Chef it Up: Whip up a delicious lunch in our spacious main lunchroom, complete with a fully equipped kitchen.
• Stay Connected & Caffeinated: Enjoy free Wi-Fi, complimentary coffee, tea, and hot chocolate to keep you going throughout the day.
• Convenience at Your Doorstep: Located just 5 minutes from the High Street Shopping Center and several fast food and restaurant options.
• Connect & Celebrate: Fun social events, both onsite and off, hosted by our committees throughout the year including our annual end of year Holiday Party!
  
  

Are you ready to make a difference?

What You'll Do

The Support Technician’s primary responsibility is to ensure the ongoing successful operation of SpeedLine customers’ POS systems by providing hardware, software, and system support to end users. They help to increase the effectiveness of the Support Team by working to capture and distribute information that will help improve the products and solutions that SpeedLine develops and supports.

If you are looking for a Remote Support Technician role with a company that develops, sells, installs, and supports their own software product—and where your input and ideas can help continue to make us successful—then this role is for you. Our call center operates seven days a week from 6:00 AM to Midnight and shift schedules vary within those hours.

NOTE: This role provides five (5) weeks of initial, training from our in-house trainer, (M-F, 8:00 AM - 4:30 PM) to ensure solid understanding of hardware, software, and POS system operations before supporting customers.

Key Responsibilities

• The Support Technician applies his or her specialized technical knowledge and uses professional judgment to investigate, analyze, design, develop, and implement solutions for customers.
• Address and resolve technical problems through a variety of methods, including complex troubleshooting, research, programming, educating, remote system access.
• Manage technical projects for customers and provide short over-the-phone training sessions on our products.
• Collaborate with third party vendors as necessary to resolve technical problems including, but not limited to, technical communication issues between products and payment card processing issues.
• Collect and analyze menu, system information, and data files from customers, to program customer systems, at times from scratch, including complex SpeedLine menu, inventory and system configurations, networks and routers.
• Guide customers through SpeedLine supplied hardware manufacturer warranty processes, assist with after-market sales inquiries, solicit support contract renewals and recoveries, and ensure applicable support fees are collected as required.
• Increase the capabilities of technical staff by documenting symptoms, causes, and solutions to technical problems in the knowledge base, design technical solutions, provide feedback and escalate for resolutions.
• Participate in feedback and calibration sessions with the Support leadership team on call evaluations, customer surveys, and the Tech Feedback Survey program.
  
  

We Are Looking For Someone Who

• A post-secondary degree, diploma, or certificate program in a related field is preferred.
• Minimum one-year experience in a first level technical support position is preferred.
• Knowledge of restaurant operations and the technical requirements of a successful point of sale installation an asset.
• Excellent keyboarding and computer skills including, operating system, small network and system support knowledge and experience.
• Detail oriented, with excellent interpersonal, verbal, written and customer service skills.
• Strong multitasking skills, analytical and problem-solving skills.
• Ability to juggle multiple projects, react quickly to changing priorities, learn quickly, work independently, problem-solve, and perform a variety of tasks.
• Available to work a flexible schedule during the hours of 6am-12am seven days a week.
• If choosing a hybrid or in-office schedule, you must maintain reliable transportation
• Required to have a dedicated high-speed internet connection, (i.e. Fibre, DSL or Cable (Coax).
• Ability to provide an approved ergonomic work space while working remotely.
  
  

Salary Range

$40,000 annually, plus a performance-based bonus incentive of up to $5,000 per year.

Work Arrangements

This position offers flexibility, including remote work, hybrid arrangements, or the option to work from our office in Abbotsford, BC.

Remote Employment Requirements

• Dedicated Workspace: A quiet, distraction-free environment equipped with a desk and chair.
• Reliable Internet: A high-speed internet connection.
• Essential Technology: A personal computer (PC/Mac), a webcam, headset, and microphone.
  
  

Join the SpeedLine Team!

Submit your resume and cover letter using PDF format here.

Apply Now

All applicants must be eligible to work in Canada. Please note that Canadian employees must reside in British Columbia.

SpeedLine Solutions is an equal opportunity employer and encourages applications from all qualified individuals. We are interested in every qualified candidate; however, we are not able to sponsor visas.

Learn More About Us

Watch our Working at SpeedLine video and discover why SpeedLine is an employer of choice.

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We thank you for your interest. Only those selected for an interview will be contacted.