Who We Are

For more than 45 years, Versaterm Public Safety has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm's dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction, development of innovative software solutions powered by advanced technologies, and a team dedicated to making a difference in the lives of those sworn to serve.

This is an exciting time for us! We're currently experiencing significant growth, with increased sales and installations of our public safety products. So, join us as we continue to be innovative, focusing on creative, seamless solutions that allow our customers to focus on the communities they serve.

As a Support Lead, you will lead a small team responsible for providing exceptional support to our clients, resolving technical issues, and helping them maximize the value of our software solutions.

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.

What You'll Bring

• 3+ years of people management experience
• 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
• Experience with CRM systems and support ticketing software is a plus
• Previous experience in software support
  

What You'll Do

• Provide front-line technical support to clients via phone and email ensuring prompt and effective issue resolution
• Lead, mentor, and develop the support team, setting clear performance expectations and providing continuous feedback
• Cultivate a positive, collaborative environment that promotes professional growth and technical proficiency
• Manage the intake and prioritization of support tickets, ensuring issues are addressed efficiently based on their impact and urgency
• Track and analyze support metrics such as response time, resolution rates, and customer satisfaction
• 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 in understanding and using our software effectively 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

Some of Our Perks

• Competitive salary
• Comprehensive benefits package (Health, Dental, Medical, Vision)
• 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 Public Safety is committed to building and supporting inclusion, diversity, 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 [email protected].