- Junior
Looking for an exciting career providing customer support for enterprise software solutions?
Are you a tech-savvy and have a passion for client success? If so, it’s time to take the next step in your career and join a company recognized as a worldwide market leader in providing software solutions to the Public Safety markets!
Hexagon’s Safety, Infrastructure & Geospatial division is seeking a full-time, permanent Customer Support Specialist to join its Customer Support department. This is a remote position open to candidates across all Provinces & Territories in Canada.
Your Mission:
The Customer Support Specialist will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the Canadian Hexagon business unit, and our product development organization. He/She will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.
Some of the responsibilities include the following:
- Provide high-quality phone, web, and email support focusing on Hexagon Canadian Customers (support for USA clients may be required as well)
- Perform extensive troubleshooting of key software and hardware components
- Be able to replicate complex customer issues
- Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
- Train customers in system operation and software functionality
- Keep abreast of new company products and services
- Utilize social media to respond to customer complaints and praise
- Periodically participate in project implementations to maintain awareness of and experience with delivery processes and new product release functionality
- Contribute to team effort by accomplishing related results as needed
- Collaborate closely with Canadian implementation, sales, and management teams and work as a key member of the Canadian business unit
- Perform other reasonable and related duties
- The Company reserves the right to change duties at any time
