Customer Support Lead

Millennium EMS Solutions Ltd.; Saskatoon; Hybrid; CAD 50,000 - 90,000; Full time

Job summary

An innovative company is looking for a proactive Customer Support Lead to enhance user experiences with their software products. This role involves providing technical assistance, developing training sessions, and collaborating with various teams to improve product support. The ideal candidate will have a strong software development background, excellent problem-solving skills, and a passion for customer service. Join a dynamic team that values your contributions and offers a supportive work environment where you can thrive and grow in your career. This is an opportunity to make a significant impact in a forward-thinking organization committed to excellence.

Benefits

Competitive salaries

Comprehensive benefits package

Group RRSP matching plans

Employee wellness programs

Flexible hours

Career development planning

Compensation for subscription fees

Qualifications

• 3+ years in customer support with a strong software development background.
• Proficient in GIS technologies and environmental data management.

Responsibilities

• Provide high-quality customer support and resolve technical issues promptly.
• Develop training materials and conduct onboarding sessions for clients.

Skills

Software Development

Problem Solving

Customer Interaction

Technical Troubleshooting

Communication Skills

Leadership Skills

GIS Knowledge

Team Collaboration

Attention to Detail

Adaptability

Job description

We are seeking a detail-oriented and proactive Customer Support Lead to join our dynamic team. In this role, you will be responsible for providing technical assistance and customer support for our software products, with a specific focus on advanced learning and technical support. The ideal candidate will have a strong background in software development, excellent problem-solving skills, and the ability to work directly with customers to address their needs and resolve technical issues. Your expertise will be key in ensuring smooth operations and optimal user experiences for our clients.

Please note the position is available to be based out of any of the following locations: Calgary, Sherwood Park, Saskatoon, and Ottawa.

Key Responsibilities

Customer Support:

• Provide high-quality customer support by addressing inquiries, resolving issues, and delivering effective solutions in a timely manner.
• Serve as the primary point of contact for escalated customer issues and ensure prompt resolution.
• Foster positive customer relationships through proactive communication and a solutions-oriented approach.

Training

• Develop and deliver training sessions for customers on product usage, best practices, and troubleshooting.
• Create and maintain training materials, including manuals, videos, and presentations.
• Conduct onboarding sessions for new clients and provide ongoing training to ensure clients maximize product use.

Software Troubleshooting

• Diagnose and resolve software issues reported by customers, including technical support and product bugs.
• Collaborate with the development team to escalate unresolved technical issues and contribute to issue resolution.
• Use troubleshooting tools and techniques to diagnose system errors, software bugs, and performance problems.

Documentation

• Maintain up-to-date documentation for both internal and customer-facing purposes, including FAQs, knowledge base articles, troubleshooting guides, and implementation procedures.
• Ensure documentation is clear, accessible, and comprehensive, allowing customers and support staff to resolve issues independently.

Collaboration

• Work closely with product, sales, and engineering teams to provide feedback, share customer insights, and influence product improvements.
• Actively participate in team meetings, sharing knowledge and best practices to improve overall support operations.
• Collaborate on internal projects to improve support workflows, tools, and communication channels.

Product Support

• Become a subject matter expert on the product to provide detailed, knowledgeable support to customers.
• Monitor and assess product performance and identify areas where improvements or adjustments are necessary.
• Liaise with product teams to communicate client feedback and ensure the product meets customer needs.

Continuous Improvement

• Analyze support metrics and feedback to identify trends and areas for process improvement.
• Drive initiatives to improve customer satisfaction, enhance the efficiency of support processes, and reduce response times.
• Stay current on product updates, industry trends, and new support technologies to ensure best practices are followed.

What You Bring

• Experience in Software Development: Solid understanding of software systems, development processes, and troubleshooting techniques. Must be highly proficient and very comfortable with computers and software solutions, in general.
• Customer Interaction and Experience: Three (3)+ years leading a product support desk. Proven experience in working directly with customers, with the ability to communicate technical concepts clearly and effectively to both technical and non-technical users.
• GIS and Environmental Data Management Experience: Practical knowledge of Geographic Information Systems (GIS) technologies, including data management, mapping, and spatial analysis, as well as familiarity with environmental data management systems.
• Problem Solving: Strong analytical and problem solving skills, with a track record of resolving complex technical issues in a timely and efficient manner.

Other Skills And Knowledge

• Technical Proficiency: Strong technical troubleshooting skills and experience with software support in a customer-facing role.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical information in an accessible way.
• Leadership Skills: Ability to inspire, motivate, support and develop people. Think critically about problems and take responsibility for decisions, actions and outcomes, and hold other accountable in a fair manner.
• Customer Focus: Strong customer service orientation with a commitment to resolving issues efficiently and effectively.
• Attention to Detail: Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment while maintaining accuracy.
• Team Collaboration: Ability to work well in a team environment and collaborate with developers, project managers, and other stakeholders.
• Adaptability: Ability to learn new technologies quickly and adapt to changes in the software or customer requirements.

Working Conditions

• Full-time.
• Hybrid or Remote work options (if applicable).
• Occasional evening or weekend work may be required for urgent issues.

About IntelleKt-EIG Inc. IntelleKt-EIG Inc. is a subsidiary company of Millennium EMS Solutions Ltd. founded in 2024. IntelleKt develops software to support clients with their environmental information governance. IntelleKt gathers client’s environmental data with advance technologies to demonstrate compliance, monitor risk, improve portfolio performance and to ultimately ensure environmental compliance throughout an asset's lifecycle.

Why Choose IntelleKt? IntelleKt Believes In Supporting Employees In Achieving Their Career Goals While Maintaining a Healthy Work-life Balance. In Addition To Rewarding Job Opportunities, We Offer An Attractive Employee Package, Including

• Competitive salaries
• Comprehensive benefits package including flex benefits for extended health care, dental care, vision, life insurance, short term disability insurance, long term disability insurance, critical illness insurance and accidental death and dismemberment insurance.
• Group RRSP matching plans.
• Employee wellness programs.
• Flexible hours.
• Career development planning.
• Compensation for subscription and accreditation fees.

Equal Opportunity Statement IntelleKt practices equal opportunity and fair hiring practices when filling positions and will hire the most qualified individuals based on their knowledge, skills, abilities and other competencies. IntelleKt has adopted this philosophy to ensure all employees, and potential candidates are considered for employment opportunities through a consistent, fair and barrier-free approach.

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