About KEV:
KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, our SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 26,000 schools across North America rely on our solutions to manage over $4 billion in activity funds annually.
The company is headquartered in Toronto with offices in Cambridge, ON and across the U.S., KEV is a portfolio company of Five Arrows. With over €10 billion of assets under management (AUM), the corporate private equity business of Five Arrows invests in companies with highly defensible market positions, strong management teams, and growth-based business models.
Why Join KEV?
Work in an industry that benefits children, parents and schools
Do meaningful and purpose-driven work, and make a real impact
Join a quickly growing organization with real opportunity for learning and growth
Passionate and accessible leadership team that cares about people, personally and professionally
Hybrid work environment (3 days a week in either our North York or Cambridge office)
Job Description:
We are looking for a Technical Support Analyst to join our Payment Operations team, supporting internal teams and customers with payment-related issues. In this role, you will serve as a subject matter expert in payments and Point of Sale (POS) hardware, troubleshoot complex software and hardware problems, act as an escalation point for internal teams, and work closely with vendors and partners to resolve issues. You will support our team in building trusted client relationships by driving timely, accurate resolution of issues and by working directly with clients on high-impact or complex payment-related concerns.
If you are passionate about making a difference through exceptional customer experiences, enjoy digging into problems to find solutions, and are excited by the impact technology can have on education, we would love to hear from you.
Responsibilities:
Investigate, troubleshoot, and resolve complex issues related to payment processing and Point of Sale (POS) systems, ensuring timely and accurate resolution for internal teams and customers.
Act as an escalation point for frontline Support teams on payment and POS-related issues, working closely with vendors and partners to drive resolution and ensure alignment with KPIs and SLAs.
Work directly with customers on high-visibility or complex issues that fall outside the scope of frontline support.
Follow documented processes and procedures to resolve financial issues that require a deep understanding of complex workflows and strong attention to detail.
Document resolutions and guidelines for payment-related issues in the form of Support Tickets, Knowledge Base articles and process documents.
Track and manage open issues with vendors and partners, escalating when needed to meet KPIs and ensure a positive customer experience.
Contribute to high-priority projects through technical configuration, data management, release deployments, and other hands-on tasks.
Share knowledge and provide guidance to frontline Support staff to build their skills and confidence in troubleshooting payment processing issues.
Provide ongoing feedback to KEV leadership, partners, vendors, and team members to identify and drive process and operational improvements that strengthen our ability to serve as a trusted partner to clients.
Requirements and Skills:
3-5 years of technical support experience in a high-paced software environment.
Experience with financial software, Point of Sale (POS) devices, and/or EdTech is a strong asset.
Proven ability to investigate and document complex technical workflows and high-impact issues.
Strong verbal and written communication skills, with the ability to adapt messaging for both technical and non-technical audiences, including executives.
Ability to reach your audience in simple, clear terms.
Good interpersonal and customer care skills
Ability to communicate effectively with multiple audiences, from technical experts to executives.
Customer-focused mindset with excellent interpersonal and problem-solving skills.
Creative and analytical thinker with a drive to improve processes and design operational solutions.
Self-motivated, results-oriented, and known for follow-through — someone others can rely on to get the job done right.
Nice to Have
SchoolCash or SchoolFunds experience
Tier 2/3 Support experience
Experience working with K12 Districts or Schools, especially within School Finance
Experience coordinating with external vendors to resolve technical or operational issues
We Offer:
Competitive salary
Comprehensive health and dental benefits
Professional development opportunities
Continuing Education
Great colleagues and collaboration
This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by an individual joining the KEV team in this or any other capacity.
KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.
KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.
