Customer Solutions Specialist

GeoLOGIC Systems Limited; Calgary; On-site; CAD 52,000 - 78,000; Full time

Job summary

Geologic is seeking a Customer Solutions Specialist in Calgary to support oil and gas software and data products. You will be the initial contact for customers by phone, email, and desktop sharing, escalating issues as needed and coordinating with multiple teams to ensure an excellent customer experience.

The role requires 2+ years in customer service, knowledge of Microsoft Office, and strong problem-solving and communication abilities.

Qualifications

• 2+ years in customer service
• SaaS/B2B experience is an asset
• MS Office proficiency required
• Strong computer skills and troubleshooting ability
• Post-secondary education or certificate preferred
• Oil & Gas industry experience is an asset
• Excellent customer service focus and communication skills

Responsibilities

• Provide technical support for oil and gas software and data products
• Be the first point of contact via phone, email, and desktop sharing
• Escalate issues to ensure timely resolutions
• Answer how-to questions and gather information for troubleshooting
• Respond to workflow inquiries with prompt follow-up
• Track client interactions accurately in Salesforce
• Coordinate with Sales, QA, Design, Development, and Data teams

Skills

Customer service

SaaS/B2B support

Microsoft Office

Technical troubleshooting

Communication skills

Team collaboration

Education

Post-Secondary Education or Certificate

Tools

Salesforce CRM

Job description

Geologicis a trusted data, software, and information solutions company committed to the Energy Industry. Everyday we provide global customers with market-leading data, software, platforms, analytics, education, news, and insights that enable them to make vital decisions that drive growth and efficiency. Based in Calgary, with offices in London (UK) and Houston (US), we deliver critical data-driven intelligence ranging from surface and subsurface well/asset level information & insights to corporate performance benchmarking data and A&D transaction data.

People make us successful. We're driven by a team of individuals whose unique backgrounds and experience allow us to provide the best products and customer service on the market. Together we're transforming the energy intelligence landscape.

We're growing and looking for a Customer Solutions Specialist to join our team! You're fun, friendly, and known for an ability to connect with customers and create amazing experiences. You thrive in an innovative, creative work environment with like-minded client centric solutions specialists.

How will you spend your day?

• Provide technical support to our customers who need assistance with our oil and gas focused software and data products
• First point of contact for customers, providing support via telephone, email and desktop sharing applications
• Escalate issues appropriately, to ensure a timely and satisfactory resolution
• Answer “how to” questions; gathering and researching information when more detailed troubleshooting is required
• Respond to workflow inquiries in a prompt and effective manner assuring timely follow up at all phases of the process
• Accurately track all client interactions through SalesForce CRM platform
• Engage with multiple teams to provide the very highest customer experience. These teams will include Sales, Quality Assurance, Design, Development and Data

Technical Onboarding

The onboarding involves a detailed curriculum of both collaborative and on-the-job training. This will provide the product knowledge required to enable you into the role in the most effecient manner possible.

Here’s what we’re looking for:

• Minimum of 2 years customer service experience
• SaaS/B2B Sales and Support experience is an asset
• Working knowledge of Microsoft Office product suite
• Intermediate knowledge of computer skills (Desktop, file, and computer management, Image capturing, Network sharing, Multi-use of desktop and internet applications)
• Post-Secondary Education or Certificate is preferred
• Oil and Gas Industry experience is an asset (particularly using Geologic platforms)
• Amazing customer service focus; you want to create a great and memorable experience for our customers
• An ability to both understand and communicate with software users of varying technical ability
• Excellent aptitude for finding solutions
• Proactive approach to engagement with clients