Organization Profile

R&D Business Systems / EPASS Software is a successful and profitable small software company located in the new Health and Technology District in Surrey City Centre, near the King George Skytrain station. We create and support custom software for the Appliance, Electronics, and Furniture Sales & Service industries. We have been in business since 1973 and have an established client base across North America. Our solutions have evolved with technology - from the original DOS system to a Windows client-server system that is widely used today – we are now growing our team and have begun development of our future cloud-based solutions.

The EPASS enterprise system covers all aspects of the industry - including POS, inventory control, dispatching, mapping, barcoding, mobile solutions, e-commerce, and fully integrated accounting. A career with EPASS will be fast-paced and rewarding, with opportunities for career advancement and continuing education.

Please note that we are seeking a local applicant in the Lower Mainland. We operate with a hybrid work from home / work from office model, and you will be scheduled to work at least 2 days per week in our Surrey office. We are careful to ensure all health safety protocols and our office space is brand new with lots of room for growth, an upscale office lounge for our employees, and access to building amenities like the gym, yoga room, change rooms with showers, and more.

Position: Senior Application and Technical Support

This role is open to join our Client Support and Services team. You will be providing detailed and timely assistance to customers with feature and workflow related questions. There are also technology-related support responsibilities and the position requires an advanced understanding of Windows technologies and common applications like MS Office. SQL or Crystal Reports experience would be an asset. The ideal candidate will have 5+ years of providing application support to end-users. This is a customer-facing role so exceptional communication, service, and troubleshooting skills are a must.

Support is primarily provided over the phone – but we are not a call centre. In addition to the EPASS software suite, there is some amount of hardware support for products we sell such as barcode scanners and related equipment. All training on our EPASS software and its environment is provided in-house as part of your onboarding.

In addition to working directly with customers, you will also be responsible for mentoring our front-line technicians. You will be the first point-of-contact for escalations, which includes: hot customers, approving bug fix & feature request write-ups, and solving complex technical issues. You are also responsible for creating and reviewing content for publication in our knowledge base.

Key Responsibilities

· Mentor and coach junior team members on best practices for support delivery

· Respond to inbound support cases via email and telephone following a structured support protocol

· Manage your queue of open support tickets to ensure that your notes are up-to-date and SLAs are being met

· Take ownership of escalated support cases and work with team members or other departments to drive towards resolution

· Apply strong writing skills to build content for our knowledge base

· Document and test bug fixes and feature requests

· Work with management to advocate customer issues

· Participate in technical configuration and onboarding of new customers

· Deploy software updates to customer sites during scheduled maintenance windows

· Work with partner companies to set up or maintain points of integration

· Participate in rotation for after-hours coverage

Required Skills, Knowledge & Abilities

· Minimum of 5 years of industry experience providing commercial software application support

· Minimum of 2 years of experience in a leadership or senior role

· Excellent communication skills, both written and verbal. Must be able to explain technical topics in a non-technical way

· Ability to write customer-facing documentation

· Strong critical thinking, time management, and decision-making skills

· A basic understanding of TCP/IP networking and strong troubleshooting skills for MS Windows

· Ability to document your work and keep your support tickets updated in real time

· Ability to multi-task and prioritize in stressful and high-impact situations while maintaining attention to detail and quality standards

Experience with the following is an asset:

· SaaS solutions

· Relational databases (SQL or Crystal Reports, etc.)

· Point of sale, inventory control, or accounting software

Salary

· $75k-85k annually

Benefits

· RRSP matching program

· Flexible PTO policy

· Extended healthcare/dental/vision coverage

· Disability & life insurance

· Casual dress

· Option to work from home part-time

· Company outings

Job Types: Full-time, Permanent

Salary: $75,000.00-$85,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Hybrid model - up to 3 days per week can be worked from home.

Application question(s):

• Do you currently reside in the Greater Vancouver / Lower Mainland area?

Shift availability:

• Day Shift (required)

Work Location: Hybrid remote in SURREY, BC

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