GetSmart Solutions Inc is Looking for Technical Support Specialist Full Time

Technical Support Specialist

Salary range: $18-22/hr

Fully remote based anywhere in Western Canada

Part-time (20 hours/week) with flexibility

About GetSmart Solutions

GetSmart Solutions Inc is a privately-held Victoria, BC based consulting company that has developed software and other solutions for clients across a wide variety of industries. Our Software as a Service (SaaS) product (PICTUS) provides product stewardship agencies, producer responsibility organizations and retailers/wholesalers the ability to achieve their goals around recycling and product stewardship.

The company was built with the mission of providing a great place to work for former and new colleagues of our founder. As part of a growing industry, we are looking for customer-focused team players who want to positively impact the environment.

Position Overview

As a Technical Support Specialist, you will support clients seeking assistance with our products. This role offers the first line of support for issues via our Help Desk; thus, you will be key to ensuring clients can successfully resolve issues. You will have exceptional communication skills, strong initiative and problem-solving skills, and the ability to juggle competing priorities while maintaining a customer-friendly attitude.

You will be working on a small Help Desk team in a growing company, with a fair amount of autonomy, for an online application that supports the Recycling Industry in North America.

You Have

• Outstanding written and verbal communication skills
• Excellent problem-solving, organizational, and interpersonal skills
• Fluency in English
• Ability to efficiently manage high-priority or novel situations
• Ability to multitask during busier times / heavier workloads
• Initiative and can work independently
• General understanding of computer technology concepts and Software as a Service (SaaS)
• Desire and curiosity to learn about the recycling industry and product stewardship

Bonus if You Have…

• Prior CRM or ticket management software experience
• Power BI experience
• Experience in or exposure to the recycling industry
• Experience in direct customer service in a business environment
• Spanish or French fluency

What we Expect of You…

• Respond to clients promptly and in a professional manner
• Take ownership of reported issues to resolve the problem and follow up with clients
• Manage all aspects of the ticket handling process (ticket updates and queue management)
• Research, diagnose, troubleshoot and identify solutions to resolve basic software or hardware issues
• Escalate unresolved or out-of-scope issues to appropriate internal teams
• Prioritize and manage several tasks at one time
• Create and contribute to user documentation and internal knowledge base
• Participate in testing bug fixes and new features for hot fixes and releases
• Collaborate with help desk team to improve documentation and support processes
• Communicate effectively with clients and internal stakeholders
• Perform other related duties as assigned

Our Interview Process…

• 30 minute phone call with hiring manager
• 1 hour video interview with representatives from the Help Desk team
• 30 minute final interview with senior management

What You Get…

• Choose how you work: contractor or employee
• Work remotely from home anywhere in Western Canada
• Flexible working hours in coordination with Help Desk coverage
• As an employee, you get comprehensive benefits (medical, vision, dental and life insurance, with 80% payment on covered services) and 15 annual vacation days
• Company laptop and other hardware provided to employees
• Opportunities to work remotely and travel as approved
• Get involved and learn about the growing and rapidly changing Product Stewardship world in Canada and the US
• Grow into a Team Lead or Management role

GetSmart Solutions Inc. is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or accommodation due to a disability, please inform your recruiter so that we may assist.

Job Types: Part-time, Permanent, Freelance

Salary: $18.00-$22.00 per hour

Schedule:

• Day shift
• Monday to Friday