Software Product Support Specialist

Pandell, an ESG Company; Calgary; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Work from home flexibility

Flexible hours

100% dental reimbursement

Retirement Savings Plan with company matching

Training budget for professional development

Fun and engaging workplace culture

Wellness budget

Job summary

A leading energy software firm is seeking a Product Support Specialist in Calgary, Alberta. The ideal candidate will excel in delivering exceptional customer experiences, have strong problem-solving abilities, and support various software applications. You will manage customer inquiries, conduct product training, and contribute to a positive workplace culture. This role offers flexible work arrangements, competitive benefits, and a supportive team environment. If you are passionate about customer service and eager to grow, apply today!

Qualifications

• At least 4 years experience in a software customer service-based role.
• Ability to prioritize and meet service level targets.
• Experience with multiple software applications.

Responsibilities

• Provide timely resolution to customer issues in the support ticket queue.
• Demonstrate judgment and problem-solving abilities.
• Deliver product training in group or individual settings.
• Build rapport with clients and provide customer feedback.

Skills

Customer service skills

Communication skills

Problem-solving skills

Multitasking ability

Team collaboration

Tools

CRM software (e.g. HubSpot)

SQL knowledge

Oil & Gas software knowledge

Job description

Overview

Do you know (have) what it takes to deliver an extraordinary customer experience? We're looking for a Product Support Specialist to join our dynamic, smart, positive, and passionate Customer Support Team. If you possess exceptional analytical problem-solving skills and enjoy building and maintaining customer relationships, then this is just the right fit for you!

About Us

At Pandell-ESG, we are a leader in delivering Software-as-a-Service (SaaS) products and services to 500+ energy companies in Canada and the United States. Our customers range from startups to major enterprises throughout the energy sector. Our cloud-hosted product suites help finance, land, and operations teams run their business more effectively; while our enterprise division builds and manages large-scale web portal applications that facilitate work across organizations. Our product developers, service specialists, and customer support teams are united by a single purpose: Crafting the Future of Energy Software.

About Our Product Support Team

Pandell-ESG\'s Product Service team is a highly motivated, fast-moving team responsible for supporting our suite of 12+ products. You will be troubleshooting and analyzing solutions for customers while continuously increasing high customer satisfaction and meeting team targets. We highly value team members who can communicate clearly and concisely, have the ability to learn on the go, and who work to build a positive and enjoyable workplace culture.

Requirements

What Will Make You An Ideal Candidate

• Exceptional customer service skills and telephone etiquette
• Successful, proven experience showing superior communication skills (both written and oral)
• Ability to set priorities and meet service level targets in a fast-paced, multitask environment
• Intuition for finding multiple ways to solve complex problems
• Resourcefulness in identifying alternative approaches when obstacles are encountered
• Experience supporting and/or working with multiple software applications
• An eye for problem solving and an empathetic ear for listening
• Strong internal drive to learn and be accountable
• Team player who emphasizes collaboration and is highly motivated, energetic, reliable, and goal-oriented

What Makes You Extra Awesome

• Experience in a support/help desk environment
• Experience with Oil & Gas software (preferably Pandell Landworks, Roads/Crossings, JV, AP, etc.)
• Familiarity with other oil & gas applications (Production) is considered an asset
• SQL or general database knowledge
• Familiarity with CRM ticketing software e.g. HubSpot

What You Will Do

• Provide timely and thorough resolution to customer issues within the support ticket queue and take ownership and re-assign new tickets
• Demonstrate judgment and problem-solving abilities when resolving customer issues, consult internal resources, tools, and guides, to research issues and implement solutions
• Develop a deep understanding of the functional and technical features of our applications
• Coach and mentor customers on best practices for successful use of our software
• Participate in new version release readiness, including software validation
• Deliver product training in group or individual settings
• Maintain a steady volume of varying ticket types while resolving, and documenting each thoroughly
• Establish rapport with clients/users in order to build trust in our service and software
• Provide customer feedback to the Product Team related to product features, or usability

What You Bring

• At least 4 years of experience in a software customer service-based role

Benefits

Highlights of the extras:

What We Offer

• Work from home or office flexibility - choose where you work best!
• Flexible hours to support your work-life balance
• Competitive benefits package, including 100% dental reimbursement
• Retirement Savings Plan with company matching
• Training budget and professional development programs to help keep you sharp
• Fully stocked kitchen at the office with everything from healthy meal options to sweet treats
• A fun and engaging culture, with virtual and in-person social events, learning opportunities, and a games room and lounge
• A wellness budget to support your version of wellbeing

Join us and be part of something EPIC
Apply today and let\'s Craft the Future of Energy Software together.