Software Customer Support Specialist

1 month 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 Mission

We're Crafting the Future of Energy Software, and we're looking for a talented Customer Support Specialist to join our dynamic team.

Job Summary

We're seeking a highly motivated and customer-focused individual to provide exceptional support to our clients. As a Customer Support Specialist, you will be responsible for troubleshooting and analyzing solutions for customers, while continuously increasing high customer satisfaction and meeting team targets.

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
  • 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 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
About Our Team

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

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