Customer Support Specialist

2 months ago

Calgary, Canada Geoforce Full time

**Who We Are**:
As a rapidly growing company committed to technology innovation and delivering high value services to its clients, Geoforce is constantly looking for high integrity, well-rounded professionals who thrive on challenges, are fascinated by technology, exhibit passion and pride, and don't mind rolling up their sleeves to get a job done.

**What We Need**:
We are seeking a Calgary-based, customer service oriented professional to manage customer functional and technical questions/issues and support our customers globally. This position is a critical customer facing function, so it requires someone who absolutely loves proactively interacting with numerous people every day and brings passion and energy to everything they do.

**Job Duties**:
As a Customer Support Representative, you will play a critical role in providing a professional and positive experience to our customers. Your responsibilities will include:
**Customer Assistance and Troubleshooting**:

- Diagnose and resolve technical issues by leveraging product knowledge, documentation, and internal resources.
- Escalate complex issues to appropriate teams while maintaining ownership of the customer experience.

**Product Expertise**:

- Develop a deep understanding of the company’s software, features, and integrations.
- Educate customers on best practices, workflows, and new features to maximize their value from the product.
- Stay updated on product changes and enhancements to provide accurate and up-to-date information.

**Customer Advocacy**:

- Act as the voice of the customer by identifying common pain points, feature requests, and areas for improvement.
- Collaborate with internal teams (Product, Engineering, Sales) to ensure customer feedback informs company decisions.

**Documentation and Knowledge Sharing**:

- Contribute to the creation and maintenance of knowledge base articles, FAQs, and training materials.
- Share insights and solutions with team members to improve efficiency and consistency in support.

**Performance and Metrics**:

- Meet or exceed key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
- Proactively identify opportunities to improve processes and reduce repeat issues.

**Customer Relationship Building**:

- Build rapport with customers by demonstrating empathy, patience, and a solutions-focused attitude.
- Support customers in their onboarding journey and guide them toward long-term success with the platform.

**Knowledge and Skills**:

- Take initiative, and a proactive approach to day-to-day responsibilities, customers, and colleagues.
- Demonstrate the ability to solve problems and anticipate customer needs.
- Strong oral and written communication skills.
- Good time management skills.
- A high degree of attention to detail and accuracy.
- Reliable, determined, and good presentation skills.
- Demonstrable proficiency with the Web, Word, Excel, and PowerPoint Experience as well as using CRM databases, specifically Salesforce

**Education and Work Experience**:

- Bachelor’s degree is preferred.
- Prior experience in a customer service or support role is preferred.
- Current or prior experience within any of the following industries: oil & gas, construction, transportation & trucking, or equipment rental is preferred but not required.

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