Join Our Team!

Looking for a challenging new opportunity?

Ackroo is on the look out for results driven superstars to grow our team.

Bilingual Onboarding, Project & Support Manager

Location: Ottawa, ON

We are seeking an Onboarding, Project & Support Manager for a full time, permanent position (combination of home office and in-office work) in one of Ottawa’s most exciting and innovative companies. This is a multifaceted role which requires abilities in customer support, product documentation, on boarding and training, and project management as a member of a cross functional team. You will work under the engineering domain, reporting to the VP of Product, but must interface with other groups such as operations, client services, and sales. Ackroo is building the next generation of gift card, loyalty rewards, marketing, and payment products. You will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence.

Responsibilities:
• Onboard, train, and install Ackroo Online, Point-of-Sale, and Payment products for new and existing merchants
• Manage and prioritize deployment projects by coordinating technology vendors, merchants, and other parties to see the project to completion
• Carry out 1st-line technical support by phone and email, based on product knowledge
• Take ownership of customer issues and see problems through to resolution
• Define and follow support and on-boarding workflows and automation processes
• Escalate product issues to Engineering team and customer support to Client Services team
• Work with internal teams to obtain an in-depth understanding of our products and provide them with pre-sales  support
• Identify and document product defects and feature asks
• Write documentation (English and French) identifying frequently asked questions and technical/instructional articles
• Understand and run scripts to troubleshoot or complete support tasks

Required Qualifications:
• Excellent communication skills, both written and verbal, in English and French
• Strong problem-solving and project management skills and attention to detail
• Strong customer support skills
• Ability to work in a cross functional team and multi-task across multiple projects and support inquiries
• Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

Experience in any of the following would be considered an asset:
• Familiarity with Zendesk, or equivalent customer service and support ticket system
• Familiarity with Jira, or equivalent defect tracking/project management tools
• Familiarity with Salesforce, or equivalent sales and business CRM tools
• Familiarity with technical writing and product specification
• Familiarity with SQL queries, relational databases, scripting, unix commands, and comfortable with technology in  general
• Familiarity with delivering webinar presentations for training purposes

 

 

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Full-Stack Software Developer (Ruby/ Rails)

Location: Ottawa, ON

We seek a Full Stack Developer for a permanent full time position in one of Ottawa’s most exciting and innovative companies (intermediate level). Ackroo is building the next generation of gift card and loyalty rewards payment products. You will be challenged across a wide variety of technologies. You will join a dynamic, fast-paced and highly skilled team working to develop new features to drive sales and support our growing customer base. You should have a passion for software development and a desire to pursue excellence.

Responsibilities:

  • Be a key member of our growing development team
  • Challenge and improve our product and processes via Design and Development tasks
  • Develop new features in one or more of our products

Required Qualifications:

  • Knowledge of Ruby on Rails or other scripting style languages (PHP, Python)
  • Knowledge of web development technologies (HTML5/Javascript//CSS/jQuery …)
  • Knowledge of Object Oriented Programming and Design concepts
  • Knowledge of SQL
  • Positive attitude with a desire to work in a fast paced environment
  • Strong ability to work in a team and ability to learn quickly
  • Must have strong written/verbal communication skills
  • University Degree in Engineering, Computer Science or equivalent experience

Experience in any of the following would be considered an asset:

  • Ideally 2-5 years of experience working on a software development team
  • Knowledge of RESTful Web Services interfaces
  • Experience developing on Windows/Linux
  • Experience with Agile development process
  • Advanced MySQL experience
  • Experience with other programming languages/frameworks (.NET/ PHP/C++…)
  • Knowledge of .NET Development Framework
  • Payments Knowledge – POS terminals, POS systems, credit/debit/gift/loyalty transactions processing
  • Cloud Infrastructure and Continuous Integration tools (e.g AWS, Heroku, Github)
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Bilingual Customer Success Guru

Location: Ottawa, ON and Grimsby, ON

We are seeking a Customer Success Guru for a full time, permanent position (combination of home office and in-office work) in one of Ottawa’s most exciting and innovative companies. This is a multifaceted role which requires abilities in enterprise customer support, product quality assurance, as well as documentation as a member of a cross functional team. You will work under the engineering domain, reporting to the Director of Product Delivery and Support, but must interface with other groups such as operations, customer support, and sales. Ackroo is building the next generation of gift card and loyalty rewards payment products. You will join a dynamic, fast-paced and highly skilled team that strives to deliver excellence.

Responsibilities:

Carry out 1st-line technical support based on product knowledge

Take ownership of customer issues and see problems through to resolution

Escalate product issues to Engineering team and customer support to Client Services team

Work with internal teams to obtain an in-depth understanding of our products

Set up and test web applications across mainstream browsers

Identify and document product defects

Document knowledge in the form of frequently asked questions and technical articles

Understand and query SQL databases and run scripts to troubleshoot or complete support tasks

Required Qualifications:

Excellent communication skills, both written and verbal, in English and French

Proficiency with SQL queries, and understanding of relational databases

Comfortable with scripting languages – Ruby

Comfortable on the Linux command line

Ability to produce clear documentation using text and pictures

Understanding of software quality assurance methodologies and tools

Strong problem-solving skills

Ability to work in a cross functional team

Experience in any of the following would be considered an asset:

Familiarity with Zendesk, or equivalent customer service and support ticket system

Familiarity with Jira, or equivalent defect tracking/project management tools

Familiarity with Web Application testing across mainstream browsers

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Other skills?

We are always on the look out for great talent! If you don’t see an open opportunity that you are interested in, email us your resume for future consideration.

Get in Touch!

Why work with us?

Ackroo is building the next generation of gift card and loyalty rewards payment products and services.  We have quickly become a market leader with our simplified and consolidated approach to the market and so we are looking for results driven superstars to join our growing team.  We want problem solvers, strategic thinkers and individuals who are eager to make a difference in our exciting company.

Full Benefits

Your health matters to us! We offer benefits for dental, health, and more.

Stock Options

We believe everyone should have skin in the game so everyone is an owner

Vacation/Flex Time

We believe in work life balance so all employees get 3 weeks’ vacation plus 3 business days off at Christmas

Innovation Week

Once a year we get together to focus on building innovation and do projects that are not a part of our regular operating plan

Snack Shack

We not only have a virtual “snack shack” to demo our product to our customers we actually have a real one at each office.

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