T2 Systems, Inc., a growing SaaS company, is currently seeking a Product Support Analyst to join our team! This role is a great opportunity to enjoy the rewards of a fast-growing technology company. T2 Systems has been delivering proven parking technology since 1994. Our comprehensive portfolio includes software and hardware used by universities, cities, hospitals, stadiums and businesses to manage parking. T2 Systems is trusted by close to 400 organizations in the US and Canada. T2 Systems is headquartered in Indianapolis, Indiana with its Canadian office located in Burnaby, BC.
Culture, Perks & Benefits
This full-time position is for approximately a 12 month term of employment and is based in our Burnaby office, located in the beautiful Still Creek area.
Compensation includes a competitive salary, vacation, MSP and extended health coverage.
Other cool perks include an in-building gym, onsite RMT, scooters to get around the office, daily shuttle to/from the Sky Train and Brentwood Mall, weekly fruit delivery, pool/ping pong/ foosball tables, RRSP matching, social events, snacks and beverages, beer on tap, and most of all, amazing people to work with!
If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career.
Summary of Position Functions
Product Support team members serve as the main providers of solutions for customers' issues/questions.
Essential Position Functions
Provide responsive and high-quality support to our customers for the Pay Station product;
Manage resolution of technical issues for T2 customers, and record all communication and activity in providing the resolution for the customer on a timely basis;
Provide excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal departments;
Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues quickly. This includes taking ownership of the data entered into the help desk system updating both customers and appropriate internal employees of the status of all issues on a timely basis;
Collaborate extensively with internal team members to resolve client issues;
Provide rotational technical support coverage to T2 customers during the working week and on Canadian/US holidays as necessary, as well as participating in an on-call weekend rotation.
Education and Qualifications
2+ years of experience in a client facing call center, help desk or technical support environment or equivalent customer service experience;
Intermediate knowledge of various operating systems, software products (e.g. Microsoft Office);
Experience and/or knowledge of the parking industry are a plus.
Knowledge, Skills, and Abilities
Professional, confident, and clear verbal and written communication skills;
Detail oriented with excellent organizational skills;
Ability to quickly learn and apply technological solutions to business practices;
Ability to provide timely solution of issues in order to ensure customer satisfaction, eliminate downtime, and prevent cost overruns;
Ability and initiative to research solutions using a variety of resources and tools, and guiding clients through corrective steps.
We thank you in advance for your interest in this position; however only candidates who are considered for an interview will be contacted.