Job Description

Support Technician

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 smooth operation of SpeedLine customers' POS systems by providing hardware, software, and system support while contributing ideas to improve our products and services.

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. Please note this position will only be working 40 hours per week.

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.

Key Responsibilities

The Support Technician applies his or her specialized technical knowledge and uses 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. Manage technical projects for customers and 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. Collect and analyze customer menu, system information, and data files to program and configure SpeedLine menu, inventory, and system configurations, networks, and routers. Guide customers through SpeedLine-supplied hardware manufacturer warranty processes, assist with after-market sales inquiries, solicit support contract renewals and recoveries, and ensure applicable support fees are collected as required. Increase the capabilities of technical staff by documenting symptoms, causes, and solutions to technical problems in the knowledge base, designing technical solutions, providing feedback and escalating for resolutions. Participate in feedback and calibration sessions with the Support leadership team on call evaluations, customer surveys, and the Tech Feedback Survey program.
We're Looking For Someone Who

Preferably holds a post-secondary degree, diploma, or certificate program in a related field. Has at least one year of experience in a first-level technical support position (preferred). Possesses knowledge of restaurant operations and the technical requirements of a successful point-of-sale installation (an asset). Demonstrates excellent keyboarding and computer skills, including experience with operating systems, small networks, and system support. Has excellent demonstrated interpersonal and customer service skills. Strong verbal and written communication skills in English are required. Ability to explain technical concepts in simple terms to customers. Excels in multitasking, analytical thinking, and problem-solving. Can manage multiple projects, adapt quickly to changing priorities, learn independently, and perform a variety of tasks efficiently. Is available to work a flexible schedule, including shifts between 6:00 AM and 12:00 AM, seven days a week. For hybrid or in-office schedules, you have reliable transportation. For remote/hybrid work, you have a dedicated high-speed internet connection (e.g., Fibre, DSL, or Cable). Can provide an approved ergonomic workspace while working remotely.

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

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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.

Job Types: Full-time, Permanent

Pay: $48,000.00-$50,000.00 per year

Benefits:

Company events Employee assistance program Extended health care Flexible schedule Life insurance Paid time off Tuition reimbursement Work from home
Application question(s):

Do you hold Canadian citizenship, permanent resident status, or a valid open work permit? If yes, please list which one is applicable. (Please note: Failure to answer this question could result in disqualification of your application.) Our call center is open 7 days a week, from 6:00 AM to midnight. Are you available for shifts varying within those hours? This position only works 40 hours per week. (Please note: Failure to answer this question could result in disqualification of your application.)
Experience:

first level technical support: 1 year (preferred)
Work Location: Hybrid remote in Abbotsford, BC (V2T)