Technical Support Specialist

at  Volante Systems

Volanté is an industry leading Enterprise Point-of-Sale (POS) company that sells its leading-edge hospitality solutions to blue-chip customers all across North America. With a team of over 100 employees in its Toronto, Ontario and Charlotte, North Carolina offices, Volanté’s POS software has continuously demonstrated its ability to be flexible, scalable, and reliable in diverse environments.
We are looking for an enthusiastic and talented Technical Support Specialist to join our support team! The ideal candidate will come armed with concepts in technical support, documentation, client training, as well as, software and hardware troubleshooting. Ideally, you have 4 years’ experience in this field. This is a great opportunity to build on your experience and grow within a growing company. You will be interacting with external clients of Volante, whom are users of our POS Software. Tickets will be dealt with through phone calls and emails. If you have great customer service and technical abilities - we invite you to apply!

• Learn Volante’s product offering
• Understand and own the ticketed issue by expeditiously determining the root-cause, devising an action plan with timelines to resolution, communicating with the customer and closing the ticket once resolved to the satisfaction of the customer
• Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.
• Document all customer interactions and resolutions in the existing case management systems.
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Collaborate with internal teams in identifying product defects, designing solutions, and testing.
• Work effectively with cross-functional teams including Direct Sales, Channels, Support, Engineering and Operations.