Support Specialist

**ROLE OBJECTIVE**:
Reporting to the Support team lead, the Client Services Support Specialist is responsible for providing a consistent, standardized approach of ongoing support for all Environics Analytics’ (EA) data products and software tools. The Support Specialist will deliver support in an efficient, effective, and comprehensive way that will increase user understanding and encourage use of our data and tools.

The Support Specialist will also be responsible for additional tasks related to the use of our CRM and support on team initiatives such as developing and reviewing user resources and conducting software bug testing.

**SPECIFIC RESPONSIBILITIES AND DUTIES**:
To effectively fulfill the responsibilities of this position, the employee must be able to do the following:

- Have a deep understanding of EA’s full suite of data and software products
- Provide ongoing technical and other support via support ticketing system
- Collaborate with EA personnel to resolve problems or issues
- Maintain detailed records of support activities
- Liaise with Sales & Account Management, Sales Enablement, Fulfillment, and Product Management
- Ensure client comments are reported and submitted to improve products and/or delivery through enhancements in data and software
- Maintain appropriate access to data and software products is maintained through internal systems
- Identify, test, report, and track software bugs
- Participate in user acceptance and feedback testing to ensure high-quality products

**QUALIFICATIONS AND REQUIRED SKILLS**:

- **Education**:Post-secondary degree in geodemographic information science (GIS), geography, or related field
- **Experience**: Minimum of 1+ years, preferably in a related business, including customer service
- **Language**:Fluent knowledge of English; French an asset
- **Analytical Skills**: Effectively researches and synthesizes complex or diverse information; uses intuition and experience to complement data and designs workflows and procedures
- **Customer Service**:Is confident and friendly in communication with users, adaptive to various scenarios related to supporting the use of our data and software
- **Judgment**:

- Displays willingness to make timely decisions, including appropriate people in the decision-making process and exhibits sound and accurate judgment; supports and explains reasoning for decisions
- **Planning/Organizing**: Prioritizes and plans work activities effectively. Ability to work independently, with guidance from team members
- **Teamwork**: Balances team and individual responsibilities; exhibits objectivity and openness to others' views, giving and welcoming feedback. Puts success of team above own interests and demonstrates ability to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.
- **Innovation**: Displays original thinking and creativity and meets challenges with resourcefulness. Generates suggestions for improving work. Presents ideas and information in a manner that gets others' agreement.
- **Communication Skills**: Able to clearly communicate ideas and expectations. Effectively listens for understanding and asks questions for clarification. Presents ideas effectively in both verbal and written form.
- **Interpersonal Skills**: Approachable and easy to talk to. Relates well to all kinds of people in the organization. Able to effectively build rapport with others. Uses diplomacy and tact. Maintains composure and shows an ability to resolve conflicts and gain agreement.

**ABOUT ENVIRONICS ANALYTICS**

Environics Analytics (EA) is a marketing services company that specializes in geodemographic-based segmentation, site evaluation modelling and custom analytics. At EA, you will solve meaningful and challenging tasks with a friendly team of the most brilliant minds. We hire personality, not just a pair of hands. Here you're free to express your unique qualities explore different domains and technologies that interest you.