Customer Support Specialist

7 days ago

Mississauga, Canada Hexagon Safety & Infrastructure Full time

**Looking for an exciting career providing customer support for enterprise software solutions?**

Are you a tech-savvy and have a passion for client success? If so, it's time to take the next step in your career and join a company recognized as a worldwide market leader in providing software solutions to the Public Safety markets

**Your Mission**:
Some of the responsibilities include the following:

- Perform extensive troubleshooting of key software and hardware components
- Be able to replicate complex customer issues
- Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
- Train customers in system operation and software functionality
- Keep abreast of new company products and services
- Utilize social media to respond to customer complaints and praise
- Periodically participate in project implementations to maintain awareness of and experience with delivery processes and new product release functionality
- Contribute to team effort by accomplishing related results as needed
- Collaborate closely with Canadian implementation, sales, and management teams and work as a key member of the Canadian business unit
- Perform other reasonable and related duties
- The Company reserves the right to change duties at any time

**Requirements**:
**Your Skills & Experience**:

- A passion for client success
- A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
- Bachelor's Degree in Computer Science/Information Technology or other related Technical field/equivalent experience with Public Safety agencies
- 2-4 years of customer service experience is a plus, but not required
- General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
- Readiness to learn new technologies at lightning speed
- Commitment to providing an exceptional experience to our customers
- Ability to work a flexible schedule or be on-call on a rotating basis
- Working knowledge of customer service software, databases and tools
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Ability to comprehend the Hexagon Public Safety product line and to communicate our value proposition to prospects and customers
- Experience with meeting goals and objectives
- Excellent presentation skills, verbal and written communication skills, and interpersonal skills
- Highly organized and attentive to detail
- Training will be provided; however any advance experience in Salesforce and Oracle's Siebel is a plus
- Bilingual in French is a plus

Hexagon's Safety, Infrastructure & Geospatial is an equal opportunity employer, as such, please let us know if you require special accommodations during the selection & recruitment process and we will be happy to accommodate.

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