About PSD Citywide
PSD Citywide is a leading provider of enterprise asset management, maintenance, financial, GIS, and permitting software solutions, along with advisory services. Offering the only purpose-built, fully unified cloud-based SaaS solution for municipal governments, PSD Citywide supports the management of over $400 billion in municipal assets across North America. With a multidisciplinary advisory team of Asset Management, Finance, Engineering, and Municipal practitioners, combined with an in-house software development group, PSD Citywide delivers comprehensive solutions to ensure best-in-class service for its clients.

In this role, you will provide exceptional software support across a range of products, ensuring a seamless experience for our clients. Our ideal candidate would have a passion for troubleshooting issues, triaging requests and maintaining high customer satisfaction levels. You will work closely with our team to provide support to coworkers and clients. This is a Full Time Remote based role within Canada.

What we offer
Competitive Salaries: We recognize and reward your skills and experience with a competitive pay structure.
Benefits Package: Dental, Vision, Health benefits together with our full benefits package to keep you and your family covered.
Company Matched RRSP Contributions: PSD Citywide offers a 4% company-matched RRSP contribution, if you contribute a certain percentage of your salary to the group RRSP, your employer will match that contribution up to 4% of your salary, effectively doubling your retirement savings.
Remote Work Options: Work from anywhere in Canada that suits you while staying connected with our team.
Flex Hours & Paid Time Off: Enjoy flexibility in your schedule and paid time off to recharge when you need it.
Summer Fridays: Fridays off for 10 weeks in the summer months. Spend time in the sun with friends and family!
Social and Charity Events and Initiatives: Join PSD CityKind! A group dedicated to fostering kindness and community engagement across North America.
Career Framework: Clear paths for growth and development, helping you reach your career goals with ongoing learning and mentorship.

Job Duties & Responsibilities

• Act as Technical Support for a wide range of clients and internal groups as needed.
• Record, track, and document service tickets and resolution process.
• Proactive approach in escalating complex issues, sharing insights with your team and ensuring no problem slips through the cracks.
• Communicate technical information in an accessible manner to non technical staff and clients.
• Research solutions through internal and external knowledgebase as needed.
• Run diagnostics to resolve client/user reported issues.
• Answer any questions related to Citywide software products.
• Develop help sheets and FAQ lists for end users.
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
• Utilize both HappyFox and 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 software support role; software industry is an added bonus.
• 1+ years of experience working with clients in a software support capacity.
• Organizational skills, customer-centric mindset and strong communication skills both written and verbal.
• Strong technical understanding and ability to learn new programs quickly.
• Build effective relationships with end users.
• Analytical and problem-solving skills.
• Proven ability to work well under pressure and meet all deadlines.

The Candidate Journey

Resume Review: Once you apply, an actual person will review your resume and we are committed to getting back to you with a response.

Phone Interview: PSDs People and Culture team will connect with you to learn about your experience and discuss the role further. Theyll also give you an understanding of what the interview process involves, along with an estimated timeline.

Virtual Interview: Depending on the position, there will be one or two interviews with the Hiring Team that will include questions related to your skills, work experience, values and goals. We provide the opportunity to meet with a wide range of staff members so you can learn more about life at PSD Citywide.

Offer/Feedback: The Hiring Team will debrief and make a decision within a few days of your final interview. If successful, your Recruiter will present you with a verbal offer, followed by a formal offer letter via email. If the timing was not right for this particular opportunity, we will connect with you and provide feedback.

PSD Citywide is committed to ensuring equal access and participation for people with disabilities. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility.

We are committed to accommodating 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.