Software Customer Support Specialist

2 months ago

Calgary, Alberta, Canada Pandell - An ESG Company Full time
About Us

Pandell, an ESG company, is a leader in delivering Software-as-a-Service (SaaS) products and services to 500+ energy companies in Canada and the United States.

Our customers range from startups to major enterprises throughout the energy sector. Our cloud-hosted product suites help finance, land, and operations teams run their business more effectively; while our enterprise division builds and manages large-scale web portal applications that facilitate work across organizations.

We're Crafting the Future of Energy Software.

Be Your Best at Pandell

Imagine working where what you do is meaningful and impactful; you play a vital role in a trail-blazing organization, and the people you work with are awesome.

We're a fast-paced, high-performing software company filled with talented, motivated, and purpose-driven individuals. We offer a challenging, rewarding, and fun culture where you'll have the opportunity to work and collaborate with some of the brightest people in the software industry.

Diversity, Equity, and Inclusion are all part of our DNA. Our inclusive environment will give you a strong sense of belonging and allow you to grow and be your best authentic self.

About Our Customer Support Team

Pandell's Customer Service team is a highly motivated, fast-moving team responsible for supporting Pandell's suite of 12+ products.

As part of the team, you will be troubleshooting and analyzing solutions for customers while continuously increasing high customer satisfaction and meeting team targets.

We highly value team members who can communicate clearly and concisely, have the ability to learn on the go, and who work to build a positive and enjoyable workplace culture.

What We're Looking For
  • Exceptional customer service skills and telephone etiquette
  • Successful, proven experience showing superior communication skills (both written and oral)
  • Ability to set priorities and meet service level targets in a fast-paced environment
  • Having the intuition for finding multiple ways to solve complex problems
  • Resourcefulness in identifying alternative approaches when obstacles are encountered
  • You have supported and/or worked with multiple software applications
  • An eye for problem-solving and an empathetic ear for listening
  • Possess a strong internal drive to learn and be accountable
  • Team player who is highly motivated, energetic, reliable, and goal-oriented
What Makes You Extra Awesome
  • Experience in a support/help desk environment
  • Experience with Oil & Gas Financial Accounting software (preferably Pandell JV)
  • Familiarity with other oil & gas applications (Production) is considered an asset
  • SQL or general database knowledge
What You Will Do
  • Provide timely and thorough resolution to customer issues within the support ticket queue and take ownership and reassign new tickets
  • Demonstrate judgment and problem-solving abilities when resolving customer issues, consult internal resources, tools, and guides, to research issues and implement solutions
  • Develop a deep understanding of the functional and technical features of our applications
  • Coach and mentor customers on best practices for successful use of our software
  • Participate in new version release readiness, including software validation
  • Deliver product training in group or individual settings
  • Maintain a steady volume of varying ticket types while resolving, and documenting each thoroughly
  • Establish rapport with clients/users in order to build trust in our service and software
  • Provide customer feedback to the Product Team related to product features, or usability
What You Bring
  • Minimum 2 years working in a customer service-based role
Benefits
  • Flexible optional home/office work environment
  • Flexible hours
  • Competitive benefits package (100% dental reimbursement)
  • Training budget & Programs
  • Fully stocked kitchen (never pack your lunch again)
  • Games room & lounge area
  • Virtual & In-person social activities & learning events
  • Spending account toward personal fitness and electronics purchases

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