Customer Support Specialist

CATALIS; Edmonton; On-site; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Health & dental benefits

Udemy courses access

Paid vacation

Job summary

Catalis in Edmonton, Alberta, invites a GIS-focused customer success specialist to join our government SaaS team. You will be the first point of contact for municipal clients, using QGIS/ESRI to assist with data processing, analysis and mapping.

This onsite role emphasizes reliable project delivery, client training, and collaboration with stakeholders to ensure our tools meet rural municipal needs. A college or university degree is valued, and growth opportunities are strong.

Qualifications

• Experience with GIS data preparation, analysis and cartography using GIS software (QGIS/ESRI)
• Ability to collaborate in a team and take feedback
• Willingness to learn about municipal spaces and rural government workflows
• Strong written and verbal communication, attention to detail
• Self-starter with problem-solving skills and independent research
• Ability to prioritize multiple ongoing projects and tasks
• Curiosity and eagerness to learn new things
• Strong customer support skills in an unsupervised setting
• Degree is valued but not mandatory

Responsibilities

• Be the first point of contact with municipal government clients
• Use GIS software to assist clients with data processing, analysis, and mapping
• Manage projects to deliver on time and within budget
• Diagnose, research and resolve technical issues for clients
• Educate clients on Catalis products, services and best practices
• Provide training to clients to help them succeed with our tools
• Coordinate with stakeholders to maintain accurate training content
• Escalate unresolved issues to senior support when needed
• Identify urgent situations and respond appropriately
• Deliver white-glove customer service and build client advocacy
• Provide insights from client feedback to improve tools and services
• Perform other duties as assigned

Skills

GIS data preparation

Team collaboration

Empathy

Communication

Attention to detail

Problem solving

Prioritization

Curiosity

Customer support

Education

College or University degree/diploma

Tools

QGIS

ESRI ArcGIS

Job description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Description

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments “Connect and Simplify Municipal Information to help make data informed decisions.” We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What We Offer

Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada. We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits. We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business. We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis’ office in Old Strathcona (Edmonton, Alberta). Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more!

This is an onsite position working out of our Edmonton office Monday through Friday.

What You Will Do

• You are the first point of contact with our diverse municipal government client base.
• You use your high-level technical skills in Microsoft environment to communicate with and assist clients.
• You use your knowledge and experience in GIS data and GIS related software (QGIS/ESRI) to assist the clients in their GIS related tasks like data processing, analysis, mapping/cartography etc.
• You manage assigned projects to deliver on cost quality and time.
• You use your knowledge and experience to diagnose, research, and resolve technical issues effectively.
• You educate clients by providing accurate information on our products, services, and best practices.
• You engage with customers and help them succeed in using our tools and modules through detailed client training.
• You regularly work with internal and external stakeholders to ensure accurate, effective training content is maintained.
• You direct unresolved issues to the next level of technical support for assistance.
• You can identify and escape situations requiring urgent attention.
• You successfully maintain a high level of customer service to ensure we deliver white-glove-service.
• You use your friendly personality and professional attitude to create raving fans of internal and external customers.
• You provide insight from experience and client feedback to enhance our tools and service offerings.
• Other duties as assigned.

Requirements

What you Will Need to Succeed

• Knowledge/Experience with GIS Data preparation, analysis, cartography skills using GIS software (QGIS/ESRI)
• A track record of successful collaboration in a team environment and the ability to take and give feedback.
• Rural municipal knowledge: or a willingness to learn about the municipal space.
• Ability to be empathetic and communicate as a “Trusted Advisor” within the rural municipal space.
• Attention to detail with strong writing and verbal communication skills.
• A self-starter attitude with intuitive problem-solving skills; ability to independently research multiple solutions.
• An ability to effectively prioritize ongoing projects and tasks.
• An ever-curious mind that is always driven to learn new things.
• Strong customer support skills and capability of working proficiently in an unsupervised manner.
• A College or University degree/diploma is valued but not imperative.

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.