Posted: April 7, 2025
Role: Technical Support Specialist
Type: Full-time/Permanent
Reports to: Director of Customer Support and Quality Assurance
About ITC Systems
ITC Systems is committed to an unparalleled customer experience, by embracing innovations in technology, facilitating systems integration, and widening our distribution channels across North America and beyond. Our mission is to be recognized as a leader in offline cash management systems. As a pioneer in the industry, our offering includes Campus OneCard solutions, Point of Sale, coin/credit/debit hardware and kiosks, and managed print services. With over 33 years of experience, we have a renewed focus on Software as a Service.
While we continue to innovate and expand our product offering, we are rapidly growing our market share in higher education, library, K-12, corporate, independent living, entertainment, and prison sectors. Some exciting new solutions include our enhanced secure cloud-based OneCard campus/corporate solution, cash management and secure stored value, cloud pay-for-print, cloud-based Point of Sale with integrated mobile food ordering, Kiosk ordering, kitchen KDS, mobile food lockers, and credit/debit clearing services.
About the Role
Reporting to the Director of Customer Support and Quality Assurance, the Technical Support Specialist will provide ITC Systems customers with an exceptional level of customer service. Specifically, they are completely responsible for ensuring that all product support/technical incidents are handled in a timely manner and to the customer’s complete satisfaction. In additional to having a strong desire to excel in customer relations, the successful incumbent must possess effective communication skills, exceptional technical acumen and innovative troubleshooting to help resolve customer issues in a timely manner.
In this role, you will:
- Respond to customer support requests that come in via Salesforce or phone to either resolve them in accordance with published response times or gather all the relevant information for a product specialist to continue troubleshooting.
- Troubleshoot ITC hardware and software solutions including our AVRO SaaS platform.
- Manage customer relationships with an eye towards being an advocate for the customer and being completely accountable for what the customer needs from them. You will also be responsible for clearly documenting all customer interactions within Salesforce.
- Maintain and update customer information within Salesforce to include items such as technical environment, contact listing, metadata, database information and workflows.
- Provide comprehensive reporting of software defects and customer enhancement requests to QA and Development teams.
We are looking for a blend of qualifications and proven experience, including:
- A demonstrable history of supporting enterprise customers and enterprise software is required. By demonstratable, we mean that you must be able to show to us that you have previously supported enterprise software and enterprise customers.
- A demonstrable history of taking ownership of issues and driving issues to resolutions is required. By demonstratable, we mean that you must be able to show to us that you are capable of taking an issue and managing it to resolution.
- A demonstrable history of providing exceptional customer service is required. By demonstratable, we mean that you must be able to show to us that you have previously provided exceptional customer service in an enterprise environment.
Applicable technical experience with all the following:
- Advanced experience with Microsoft Windows operating systems is required.
- Experience with troubleshooting networks is required.
- Experience using Microsoft Office is required.
- Prior experience using Salesforce would be an asset.
- Prior experience with Microsoft Azure would be an asset
- Prior experience with Raspberry Pi devices would be an asset.
- The ability to fluently speak, read and write English is required. The ability to speak read and write French or Spanish would be an asset.
- The incumbent should be highly organized with the ability to balance and prioritize multiple projects in a fast-paced environment.
- College Diploma/bachelor’s degree in related field is required.
The incumbent will be required to achieve certain levels of technical ability during their first year of employment. Specifically:
Within Three Months:
Software:
General understanding of functionality and workflow for these core products:
- Avro/netZcore Admin,
- Reporting,
- Purchase and netZcom
The incumbent should be able to do basic troubleshooting with guidance on these products.
Hardware:
Familiarity with ITC’s hardware lineup, including:
- The ASK platform of products
- NetZtouch platform
- Vending readers, amongst products others.
The incumbent should have the ability to differentiate between models, and process basic parts orders.
Six Months:
Software:
The incumbent should have a better understanding of the core products with the ability to demonstrate deeper levels of troubleshooting. The incumbent should have a basic understanding of additional ITC products including:
- Go Print
- Photo ID
- netZcore/Avro Admin.
The incumbent should have a basic understanding of the different integrations that ITC uses such as Card Exchange, PaperCut, Cloud Card, etc
Hardware:
Broader knowledge of ITC hardware, including hands-on familiarity with the ASK platform and NetZtouch equipment. The incumbent should have the ability to handle Level 1 cases with guidance.
Nine Months:
Software:
The incumbent should have continued growth in Core products and integrations as well as basic understanding of additional partner products such as Libdata, Truffle, Volante, MyPC, Card Exchange.
Hardware:
The incumbent should have strengthened knowledge of ITC’s hardware equipment, and handle Level 1 hardware cases with minimal assistance.
One Year:
Software:
General troubleshooting capabilities for the majority if not all ITC products at a basic level.
Hardware:
Competent in Level 1 troubleshooting for ITC hardware and start to work with Level 2 cases with guidance.
You’ll thrive in this role if:
- You are excited to learn about the products and services that ITC offers
- You show a keen desire to understand ITC’s business, and are not afraid to ask questions and look for opportunities to improve existing processes
- You show initiative by acting, rather than reacting
- Educating general audiences about highly technical subject matter is a challenge you enjoy
- Creating engaging and aesthetically pleasing content is important to you
- You expect to work in a fast-paced environment managing multiple projects at once, with the ability to prioritize multiple tasks and meet tight deadlines
- You have exceptional verbal and written communication skills, with an acute attention to detail
- You can inspire and engage others to do their best work towards a shared goal
To apply, please submit a cover letter and resume to [email protected]. Thanks in advance for your interest in joining ITC Systems. Shortlisted candidates will be contacted for interview.
ITC Systems is an Equal Opportunity Employer. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you have or anticipate any accommodation needs, kindly include the details alongside your application, so that our team can make adequate preparations.