Applications Support Representative, Customer Support

Hexagon's Autonomy & Positioning division; Calgary; In loco; CAD 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

Hexagon’s Autonomous Solutions, based in Calgary, AB, is seeking an Applications Support Representative to join a 24/7 frontline team providing technical and application support to customers worldwide. Reporting to the Team Lead, North America Customer Support, you will help deliver an exceptional customer experience.

Responsibilities include handling calls/emails, logging cases, prioritizing according to SLAs, and escalating when needed.

Competenze

• Must have a technical diploma or degree in Geomatics Engineering, Electrical Engineering, or a related technology discipline.
• Experience working directly with customers, preferably in a support or service delivery environment.
• Excellent verbal and written English communication skills.
• Ability to work 12-hour shifts on a 4-day-on, 4-day-off rotation, including overnight shifts, evenings, weekends and holidays

Mansioni

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers.

Conoscenze

Customer service

Multitasking

Team collaboration

Formazione

Technical diploma or degree in Geomatics Engineering, Electrical Engineering, or related technology discipline

Strumenti

Salesforce

Descrizione del lavoro

Overview

Hexagon’s Autonomous Solutions division is looking for an Applications Support Representative to join our team in Calgary, AB. Reporting to the Team Lead, North America Customer Support, this role will be an integral part of a 24/7 frontline support team, providing technical and application support to customers worldwide while helping deliver an exceptional customer experience.

The Location:This position is based in Calgary, AB.

The Company: Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous, ensuring a scalable, sustainable future.

Responsibilities

AsApplications Support Representativeyou will be responsible for these activities:

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers.

Qualifications

Must Have:

• Technical diploma or degree in Geomatics Engineering, Electrical Engineering, or a related technology discipline.
• Experience working directly with customers, preferably in a support or service delivery environment.
• Excellent verbal and written English communication skills.
• Ability to work 12-hour shifts on a 4-day-on, 4-day-off rotation, including overnight shifts, evenings, weekends and holidays

Nice To Have:

• 2+ years of experience in a highly technical support environment.
• Frontline support or helpdesk experience.
• Basic understanding of GNSS products and applications.
• Experience using Salesforce or a similar CRM platform.

Key Success Factors:

• Exceptional interpersonal skills and the ability to work effectively with others.
• Strong attention to detail and excellent organizational skills.
• Ability to manage multiple priorities and tasks simultaneously.
• Energetic and customer-focused approach with outstanding people skills.
• Comfortable working independently while recognizing when to seek assistance.
• Strong collaboration skills and ability to contribute positively within a team environment.