Technical Support Specialist - Toronto, Canada - KEV Group

KEV Group

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About KEV

KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools.

KEV's easy
- to-use web-based software automates the collection, disbursement, and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees and increasing the time teachers can spend on education. The company is based in Toronto, with offices in the US. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

Why Join KEV?

Work in an industry that benefits children, parents and schools
Do meaningful and purposedriven work, and make a real impact
Join a quickly growing organization with real opportunity for learning and growth
Passionate and accessible leadership team that cares about people, personally and professionally
Flexible work environment

About the Role:

We are looking for a
Technical Support Specialist to provide assistance to our customers. You will diagnose and troubleshoot software problems and help our customers have the best possible experience with our solutions. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions.

Our products save schools time and money that can be used instead of student outcomes, and we are incredibly proud of our impact.

If you'd like to learn more and are passionate about making a difference for people in their customer experiences, then please get in touch as we would love to chat with you.

This role is an exceptional opportunity for accelerated learning and career development for those with the desire and drive to grow.

You Will:

Properly escalate unresolved issues to appropriate internal teams
Conduct ticket prioritization, escalation, and routing
Follow provided tools and resources to identify solutions
Track system issues through to resolution, within agreed timelines
Provide prompt and accurate resolutions to customers
Refer to internal database or external resources to provide accurate solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow & improve department procedures and standards
Update and add documentation to support's knowledge base

You Bring:

13 years of technical software experience
Strong proficiency with writing SQL statements
Customer service aptitude
Exceptional verbal and written communication skills
Ability to reach your audience in simple, clear terms
Good interpersonal and customer care skills
Ability to provide stepbystep help, both written and verbal
Bookkeeping or accounting experience
Creative thinking with an eye to the near and medium term
Strategic and analytical thinker, problemsolver mentality, self motivated, success and results driven
Can be viewed as "the person to go to, to get the job done, and done properly"

You're Extra Awesome:

SchoolCash or SchoolFunds experience
Call centre experience
Customer service experience
Knowledge of Student Information System frameworks and standards is an asset
Experience working in the SaaS space, with awareness of finance, bookkeeping and accounting best practices, and/or payment processing is a HUGE plus

We Offer:

Work from home flexibility
Competitive salary
Comprehensive health and dental benefits
Professional development opportunities
Continuing Education
Casual Office
Snack packed kitchen
Great colleagues and collaboration

This job description indicates the general nature and level of work expected.

It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent.

Incumbent may be asked to perform other duties as needed.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process.

If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

8QavZUsjAE