Support Technician

We're Growing - Join us!

At SpeedLine, you’ll work with experienced, dedicated, fun people to create and support our innovative point of sale (POS) software products that help restaurant operators and chain executives across North America succeed. We're growing quickly and looking for talented people to join us in providing current and next generation POS solutions (built on the latest cloud technologies) that restaurant companies use to deliver millions of pizzas every week.

Position Overview

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.

Reporting to the Support Manager, the Support Technician focuses on minimizing customer down time and increasing customer productivity by providing prompt, courteous, and sound technical advice and solutions to resolve their problems. 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 an in-house 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 everyday from 6:00 AM to Midnight and shift schedules vary within those hours.

Some Key Responsibilities:

The Support Technician applies his or her specialized technical knowledge of SpeedLine’s product family (and integrated technology solutions) and use 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.
  • Answer the Support phone line and open, update, and close calls in the CRM system all within service level.
  • Manage technical projects for customers, seeing the customer through to a solution.
  • 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.
  • Conduct proactive calls to customers for follow-ups and special project assignments.
  • Collect and analyze menu, system information, and data files from customers.
  • Program customer systems, at times from scratch, including complex SpeedLine menu, inventory and system configurations, networks and routers.
  • Effectively communicate policies and procedures.
  • Provide follow up emails to confirm call closure and to facilitate feedback on support and the SpeedLine product.

 

Skills We Require:

  • Minimum one-year experience in a first level technical support position
  • Excellent interpersonal and customer service skills.
  • Excellent verbal and written communication skills.
  • Detail oriented and strong multitasking skills.
  • Strong analytical and problem-solving skills.
  • Operating system, small network and system support knowledge and experience.
  • Excellent typing and computer skills.
  • Attentive to detail, and the ability to juggle multiple projects and react quickly to changing priorities.
  • Ability to learn quickly, work independently, problem-solve, and perform a variety of tasks.
  • Ability to serve as an interface for the organization.
  • High school graduate (Grade 12 or equivalent).
  • Have and maintain reliable transportation.
  • Available to work a flexible schedule. (Our call center is open 365 days a year from 6am to midnight.)

 

Skills We Prefer:

  • Knowledge of restaurant operations and the technical requirements of a successful point of sale installation.
  • A post-secondary degree, diploma, or certificate program in a related field.

 

Who We Are

We are a leading tech employer in the Fraser Valley since 1990, and a Top 100 Tech Company in British Columbia, that prides itself in ensuring a work/life balance and personal growth for all of our employees.

The world market for pizza is $128 billion each year. Restaurant delivery is growing consistently in pizza, and explosively in the restaurant industry as a whole. That's great news at SpeedLine, where our local team develops, markets, and supports the leading point of sale solution for this large, technology-hungry industry. We have delivered software solutions to thousands of pizza, quick service, and multi-concept restaurants and chains.

  • We deliver products and service that make our customers more successful. That’s our mission, and we work hard to achieve it.
  • We work full, busy days, but outrageous long hours are not in our DNA. We believe in work/life balance, and we live it.
  • Good freeway access means our head office is an easy commute from anywhere in the Fraser Valley. It’s a lot easier to have a life when you don’t spend all your time in the car.
  • Our counterparts at our US subsidiary spend much of their time on site at customers’ restaurant locations and offices—but they work from a home base only minutes away from our headquarters.
  • A great product and reputation attracts strong talent. All of that adds up to an attractive place to work—and an experienced and tenured team. 

 

Benefits:

  • Working with our in-house developed and managed software POS systems.
  • Competitive salary plus Bonus incentives up to $5,100 per year.
  • Extended health, dental, vision care, as well as travel and life insurance. 
  • Annual salary and performance reviews, with regular one-on-one coaching sessions.
  • Career development, comprehensive training, and tuition reimbursement.
  • Ongoing refresher training and associate programs, to support your professional growth, career path, and long-term success.
  • Company support for employee wellness, fun, and giving back through Health & Wellness, Green, and Giving committee events and initiatives.
  • Regular onsite and offsite staff social events throughout the year hosted by our Social Committee.
  • Comfortable, business casual dress.
  • Customize your work space.
  • Employee and peer formal recognition programs.
  • Monthly staff breakfast or lunch events.
  • An experienced team of 80+ employees averaging 6+ years SpeedLine employment experience.
  • End of year holiday party with dinner and prizes.

 

Amenities:

  • Free parking.
  • Free employee Wi-Fi.
  • Games Room with ping pong, darts, foosball, and rod-hockey, including tournaments.
  • Multiple kitchenettes convenient to each department.
  • Free coffee, tea, and hot chocolate
  • Spacious main lunch room with fully functioning kitchen (don’t just bring your lunch, make it fresh) and a balcony to enjoy your coffee or lunch outdoors.
  • Comfy, relaxing lounge with a big screen TV.
  • Nearby shopping and restaurants.

Apply Now

Clearly outlining your relevant experience, please include, using PDF format only, your resume and cover letter with the subject line "Support Technician - Your Name". 

No telephone inquiries please. Must be eligible to work in Canada.

We would like to thank all candidates in advance for their interest. Only those considered for an interview will be contacted.

Apply Online   or   Apply by Email

  • Email your resume and cover letter, clearly outlining your related experience, to: jobs@speedlinesolutions.com.
  • All attachments should be in PDF format.
  • The email subject is: Support Technician - Call Centre - Your Name.

No telephone inquiries please. Must be eligible to work in Canada.

We would like to thank all candidates in advance for their interest. Only those considered for an interview will be contacted.