KioSoft Technologies (KioSoft) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries. KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.
The company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions. These range from the most basic machine interfaces to custom applications to branding to complex networking solutions.
We are looking for a highly motivated, and trainable individual with drive and determination to help us provide high quality customer service to our client base. We strive to maintain a professional, yet relaxed working environment while providing room for growth.

Note: Job location will reclocate to Mississuaga in September 2025

Main Duties and Responsibilities
Technical/Customer Support:

• Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.
• Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.

Technical Expertise:

• Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
• Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.
• Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.

Continuous Process Improvement:

• Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.
• Must be proactive in supporting the deployment team and contributing to continuous process improvement.

Customer Advocacy/Customer Success:

• Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
• Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.

Qualifications

• Associate's degree in a relevant field or equivalent practical experience in lieu of education
• Minimum of 1 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.
• Ability to travel nationally up to 10% of the time to customer sites for onsite Trouble shooting and in-person training sessions.

Preferred Qualifications

• Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.
• Tier 1 or Tier 2 Technical support experience considered an asset.
• Strong MS Office skills

Physical Requirements

• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Constantly operates a computer and other office productivity machinery, such as a computer
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Must be able to lift and carry items weighing 50 pounds or more