Software Support

PSD is a full-service firm offering research, consulting services and software to the North American public sector market. Our client base includes hundreds of small, mid-sized, and large municipalities from across North America, provincial/state and federal government agencies, and private sector entities. We are an industry leader that specializes in enterprise asset management and financial budgeting for municipalities. Over our years of experience, we have developed cutting-edge software solutions for our client’s asset management and financial budgeting needs, leaving behind mature and manageable programs making positive impacts in local communities.

PSD’s service areas are configured to meet three essential needs for governments: policy research and analysis, high-performance technology, and credible data. Through our infrastructure consulting and advisory practice, we work with decision-makers to refine organizational systems, programs, and processes for better corporate outcomes.

As we continue to grow our team, we are seeking a full-time Software Support to join our team. This is a remote based role with occasional requirements to be onsite in our offices or at a client site.

Description

In this role, the successful candidate will be providing ongoing technical support to our clients for our full suite of software products. We are looking for someone who enjoys working with people, problem solving and working with a variety of innovative software products. In this role, you will work closely with our PSD Citywide team to provide support to coworkers and customers.

Responsibilities & Duties

• Act as “Technical Support” for different internal groups as needed.
• Record, track, and document service tickets and resolution process.
• Escalate incidents with accurate documentation to suitable departments.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Run diagnostics to resolve client/user reported issues.
• Answering questions and solving problems related to Citywide software products.
• Develop help sheets and FAQ list for end users.
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
• Utilize Jira to manage our support requests.
• Other duties as assigned.

Qualifications

• Post-secondary education in business, computer science or other related education. 
• 2+ years of experience in a previous training role; software industry is an added bonus. 
• 1+ years of related experience working with clients in a software support/training environment.
• Strong organizational skills, comfortable with multi-tasking and project management abilities.
• Strong technical understanding and ability to learn new programs quickly.
• Capacity to form effective relationships with end users.
• Analytical and problem-solving skills.
• Proven ability to work well under pressure and meet all deadlines.

Recruitment Process

All resumes will be reviewed for experience working with key technologies. Only those who qualify will be contacted for an initial screening interview. We strive to provide a quick recruitment process, but to find the right candidate for the job the process may take up to a month to complete. We make every effort to follow up with every candidate regarding the next step in the process.

Phone Interview

If you are invited to a screening interview you will discuss your experience with one of our HR team members. This interview is an opportunity to get to know a little more about the company, the type of work we do and impact we have.

Virtual Interview

Candidates invited to an in-person virtual interview will meet with the department Manager and a member of the HR team. This will allow the candidate to get to know the team as well as learn more about our processes, culture and growth opportunities we have at PSD. 

Why work with us?

Employee personal and career growth is important to us and we will encourage you to pursue the things you care about.  We have a mentoring program that matches you with a peer in your department for your first three months to ensure you get fully acquainted with your position. We also encourage continuous learning through a Training & Development program allowing our employees to fully explore their interests and contribute to different product and service development teams at PSD.

Employee Benefits

• Competitive Salaries
• Full Benefits Package
• Training & Development Opportunities
• Company Matched RRSP Contributions
• Flex Hours & Paid Time off
• Social and Charity events and initiatives

PSD is an equal opportunity employer. We are committed to providing accommodations for people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process. Should you require any accommodation, please indicate this when you apply, and we will work with you to meet your accessibility needs.