CATALIS · 23 hours ago
Technical Support Specialist
Edmonton,Alberta,US
Full-time
Onsite
Entry, Mid Level
2+ years expCatalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations. As a Technical Support Specialist, you will manage customer support cases, ensuring timely resolution and delivering a seamless customer experience through effective communication and problem-solving skills.
Computer Software
No H1B
Security Clearance Required
Responsibilities
Own and manage all customer support cases, working directly with customers and internal teams to ensure timely resolution
Create and maintain documentation of reported issues, resolutions, and procedures to ensure consistent and high-quality support
Address escalated issues from Customer Support Specialist team, providing efficient and effective solutions
Provide proactive and timely updates to customers on the status and progress of ongoing issues
Identify, troubleshoot, and resolve technical issues, or escalate promptly per company protocols to ensure quick resolution
Represent CATALIS and its products with professionalism, fostering a positive customer experience
Stay up to date on the latest product solutions and technical knowledge to ensure expertise in troubleshooting and support
Facilitate smooth support transitions, ensuring the team has the necessary information to deliver exceptional service. This includes participating in Implementation/Onboarding to Support transition calls with customers
Document customer feedback and collaborate with the Customer Support team to submit enhancement requests to the IT/Product Development teams
Troubleshoot and provide solutions for technical issues, including guiding customers on workarounds, applying patches, installing updates, and gathering logs/system information for faster resolution
Qualification
Required
Bachelor's degree in information systems or a related field, or equivalent work-related experience
Basic knowledge of databases
Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc
Familiarity with SaaS solutions
2 -3 years of experience with software support
Strong problem-solving skills
Strong attention to quality processes and detailed work
Strong communication skills and the ability to work independently
Ability to interact effectively both verbally and written with clients and team members
Ability to manage multiple projects through prioritization & flexibility while paying strict attention to detail
Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check
Preferred
Salesforce Service experience a plus
Benefits
Full paid vacation
Comprehensive health & dental benefits
Free access to unlimited Udemy courses for personal and professional advancement
Company
CATALIS
Catalis is the transformational SaaS and integrated payments partner powering all levels and sizes of government – municipalities, counties, states, and federal agencies.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brian Downs, MBA
Chief Financial Officer
Bill Brice
Chief Operating Officer
Company data provided by crunchbase