Software Application Support Specialist (CAD)

The Company 

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

As a Software Application Support Specialist, you will play a pivotal role in ensuring the smooth operation of our software applications. You will be responsible for providing exceptional support to our clients, resolving technical issues, and helping them maximize the value of our software solutions.

What You’ll Do

• Provide front-line technical support to clients via phone, email, or live chat, ensuring prompt and effective issue resolution
• Troubleshoot and diagnose software-related problems and document solutions in a clear and concise manner
• Collaborate with our development and QA teams to identify and resolve software bugs and escalate issues as needed
• Assist clients with understanding and effectively using our software through training and guidance
• Maintain comprehensive records of client interactions, issues, and resolutions in our CRM system
• Keep up-to-date with product updates and enhancements, communicating these changes to clients when necessary
• 24/7 Support Rotation: Participate in Versaterm's on-call support rotation to provide emergency assistance to customers outside of regular business hours as needed. 

What You'll Bring

• Bachelor’s degree in computer science, information technology, or a related field (or equivalent work experience)
• Strong problem-solving skills and a passion for helping clients overcome technical challenges.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Proficiency in troubleshooting software issues and a solid understanding of Windows, Linux, and common web browsers
• Familiarity with troubleshooting mobile apps in iOS and Android
• Experience with CRM systems and support ticketing software is a plus
• Previous experience in software support or a related field is advantageous, but not required
• Bilingualism in French and English is an asset

A Career with Versaterm

We support our employees in building their skill sets and defining their career paths. You’ll have the opportunity to:

• Work closely with our client community to help them address real-world problems
• Have meaningful input into our direction and products
• Hold yourself to the highest standards, and take pride in your work
• Engage with teammates to foster knowledge exchange, mentorship, and constructive feedback
• Help protect and save lives by providing essential tools to public safety professionals, including 911 dispatchers, emergency responders, records staff, investigators, command staff, etc.

Some of Our Perks

• Competitive salary
• Comprehensive benefits package (Health, Dental, Medical, Vision)
• Friday Flex Day Program (additional monthly PTO day for in-office employees)
• Group RRSP plan
• Starting three weeks vacation
• Compensated bus passes
• Company-hosted social events and activities
• Open-plan offices with standing desks

Equal Opportunity 

Versaterm is committed to building and supporting inclusion, diversity, and equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact info@versaterm.com.