Software Customer Support Specialist

1 month ago

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

We are 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.

Our Mission

We're Crafting the Future of Energy Software. Our product development teams, practical service specialists, and customer support crews are united in a single purpose: to deliver an extraordinary customer experience.

About the Role

We're looking for a Customer Support Specialist to join our dynamic, smart, positive, and passionate Customer Support Team. As a key member of our team, you will be responsible for providing timely and thorough resolution to customer issues within the support ticket queue and taking ownership and re-assigning new tickets.

Key Responsibilities
  • Provide timely and thorough resolution to customer issues within the support ticket queue and take ownership and re-assign 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
Requirements
  • Minimum 2 years working in a customer service-based role
What We Offer
  • 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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