Current Opportunities

Support Technician (Call Center)

Location: Remote, within British Columbia or on-site at 3899 Mt. Lehman Road, Abbotsford, B.C., Canada (All applicants must reside in BC at the time of hire.)

Why Join SpeedLine?

At SpeedLine, we're innovators in Point of Sale (POS) software, empowering restaurant operators across North America to elevate their operations and customer experiences. Since 1990, we’ve been at the forefront of technology, and we’re looking for passionate individuals to join our growing team.

We believe in a collaborative environment that supports work-life balance, professional growth, and community engagement. If you're excited about technology’s impact on the food service industry, we want to hear from you.

What We Offer

A competitive salary and comprehensive benefits package, including extended health, dental, vision care, travel coverage, life insurance, and access to an Employee Assistance Program (EAP).
Career development opportunities, training, and a tuition reimbursement program.
Extra paid time off for pre-planned, personal, or family leave.
Annual salary and performance reviews.
Ongoing coaching and feedback with regular one-on-one sessions.
Employee recognition programs and internal committees to support well-being.
Access to a diverse and collaborative team of 90+ employees.

Work Perks

Enjoy a game of ping pong, darts, or foosball in our dedicated games room.
Unwind in the lounge with a big-screen TV for relaxation.
Access multiple kitchenettes stocked with snacks, coffee, and tea throughout the day.
Take advantage of a fully equipped kitchen to prepare lunch.
Just 5 minutes from the High Street Shopping Center, with a variety of dining options.
Participate in fun social events, including our annual holiday party.

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 (primarily via phone) to end users who pay for professional support. The Support Technician focuses on minimizing customer downtime and increasing customer productivity by providing prompt, courteous, and sound technical advice and solutions to resolve their problems.

As part of a company that develops, sells, installs, and supports its software, you’ll play a key role in delivering customer success. Our call center operates 7 days a week, from 6:00 AM to midnight, with shift schedules varying within those hours.

Training Details: We provide several weeks of comprehensive training, scheduled Monday to Friday from 8:00 AM to 4:30 PM. Please note that the training schedule differs from the regular shift schedules. Please note that this position will only work 40 hours per week.

Key Responsibilities

Technical Support & Problem Resolution

Apply specialized technical knowledge of SpeedLine’s product family and integrated technology solutions, using professional judgment to investigate, analyze, design, develop, and implement solutions for basic end users and technical clients.
Address and resolve technical problems through phone and email support, complex troubleshooting, research, programming, education, training, documentation, and remote system access within established service levels.
Collaborate with third-party vendors as necessary to resolve technical problems, including inter-product communication issues and payment card processing problems.
Follow proper processes to ensure the security of SpeedLine customer information.
Manage technical projects for customers to completion, including programming systems for menu, inventory, system, network, and router configurations.

Customer Service & Vendor Relations

Return all customer calls promptly and keep all scheduled customer commitments to ensure prompt resolution of issues or escalate as needed.
Maintain positive and professional communication with customers and internal departments, including answering technical questions for the Sales team to aid in closing deals.
Communicate company policies and procedures effectively.

Revenue, Warranties & Commercial Administration

Guide customers through SpeedLine-supplied hardware manufacturer warranty processes.
Assist with aftermarket sales inquiries, solicit support contract renewals and recoveries, and ensure applicable support fees are collected as required.

Product Development & Continuous Improvement

Expand product and solution capabilities by capturing, investigating, and analyzing performance issues, software defects, use cases, business scenarios, and feature requests.
Participate in feedback and calibration sessions with the Support leadership team on call evaluations, customer surveys, and the Tech Feedback Survey program.

Knowledge Sharing & Team Coaching

Increase technical staff capabilities by documenting symptoms, causes, and solutions in the knowledge base, designing technical solutions, providing feedback, and escalating issues.
Assist in the orientation, training, and coaching of team members.

We're Looking For Someone Who

Possesses a post-secondary degree, diploma, or certificate in a related field (preferred), along with at least 1 year of experience in a first-level technical support role (preferred).
Brings a strong understanding of restaurant operations and POS (Point of Sale) installation technical requirements (a strong asset).
Demonstrates solid skills with operating systems, small networks, system support, general computer applications (word processing, spreadsheets), and fast, accurate keyboarding.
Can pick up new systems rapidly and translate complex technical concepts into clear, simple terms for customers.
Has excellent verbal and written English skills, paired with strong interpersonal, customer service, and professional presentation abilities.
Possesses exceptional organizational skills, accuracy, and a proven track record of managing projects from initiation through completion.
Displays strong analytical, problem-solving, and multitasking capabilities to prioritize competing demands and hit milestones on schedule.
Demonstrates a high level of dependability, self-motivation, and accountability to meet deadlines with minimal supervision.
Meets setup requirements:
- If remote: Has a dedicated workspace with a desk and chair, reliable high-speed internet, and essential technology including a computer (Mac or PC), webcam, headset, and microphone.
- If hybrid/in-office: Maintains access to reliable transportation for scheduled on-site days.

Salary Range

$48,000-50,000 annually

Working 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 with a desk and chair.
Reliable high-speed internet.
Essential technology requirements include a computer (Mac or PC), webcam, headset, and microphone.

Join The SpeedLine Team!

Submit your resume and cover letter (PDF Format) via Careers or Indeed.

Eligibility

All applicants must be eligible to work in Canada (reside in British Columbia). Please note: Visa sponsorship is not available at this time.

Explore Our Culture

SpeedLine Solutions is an Equal Opportunity Employer. We value diversity and encourage all qualified individuals to apply.

We appreciate your interest. Only candidates selected for an interview will be contacted.