Customer Support Specialist

Job summary

You will serve as the primary point of contact for municipal government clients, providing technical support and GIS-related assistance. Additionally, you will manage projects, deliver client training, and resolve technical issues to ensure high-quality service.

Job details

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. 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 escalate 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.

What you’ll do

You will serve as the primary point of contact for municipal government clients, providing technical support and GIS-related assistance. Additionally, you will manage projects, deliver client training, and resolve technical issues to ensure high-quality service.

Requirements

Candidates must have experience with GIS software such as QGIS or ESRI and possess strong communication and problem-solving skills. A background in or willingness to learn about the rural municipal sector is required, while a college or university degree is considered an asset.

Benefits

• Competitive compensation
• Full paid vacation
• Health benefits
• Dental benefits
• Professional development
• Unlimited Udemy courses

Listed skills

• Customer support · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Project management · Preferred
• Technical Support · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer support
• GIS data preparation
• GIS analysis
• Cartography
• QGIS
• ESRI
• Microsoft environment
• Project management
• Technical troubleshooting
• Client training
• Communication
• Problem-solving
• Data processing
• Stakeholder management
• Technical support
• Empathy
• Self-Starter
• Technical Issues
• Professionalism
• Curiosity
• Willingness To Learn
• Service Offerings
• Geographic Information Systems
• Research
• Technical Support
• ArcGIS (GIS Software)
• Customer Support
• Customer Service
• Software As A Service (SaaS)
• Data Processing
• Innovation
• Problem Solving
• Operations
• Quantum GIS (QGIS)
• Verbal Communication Skills
• Writing
• Prioritization
• Detail Oriented

Job areas

• Customer Service & Support
• Software
• Government & Public Sector
• Data & Analytics
• Technology
• Customer Support Specialist
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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