Looking for an exciting career providing customer support for enterprise software solutions?

Are you a tech-savvy and have a passion for client success? If so, it’s time to take the next step in your career and join a company recognized as a worldwide market leader in providing software solutions to the Public Safety markets!

Hexagon’s Safety, Infrastructure & Geospatial division is seeking a full-time, permanent Customer Support Specialist to join its Customer Support department. This is a remote position open to candidates across all Provinces & Territories in Canada.

Your Mission:

The Customer Support Specialist will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the Canadian Hexagon business unit, and our product development organization. He/She will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.

Some of the responsibilities include the following:

• Provide high-quality phone, web, and email support focusing on Hexagon Canadian Customers (support for USA clients may be required as well)
• Perform extensive troubleshooting of key software and hardware components
• Be able to replicate complex customer issues
• Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
• Train customers in system operation and software functionality
• Keep abreast of new company products and services
• Utilize social media to respond to customer complaints and praise
• Periodically participate in project implementations to maintain awareness of and experience with delivery processes and new product release functionality
• Contribute to team effort by accomplishing related results as needed
• Collaborate closely with Canadian implementation, sales, and management teams and work as a key member of the Canadian business unit
• Perform other reasonable and related duties
• The Company reserves the right to change duties at any time

Your Skills & Experience:

• A passion for client success
• A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
• Bachelor’s Degree in Computer Science/Information Technology or other related Technical field/equivalent experience with Public Safety agencies
• 2-4 years of customer service experience is a plus, but not required
• General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
• Readiness to learn new technologies at lightning speed
• Commitment to providing an exceptional experience to our customers
• Ability to work a flexible schedule or be on-call on a rotating basis
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Ability to comprehend the Hexagon Public Safety product line and to communicate our value proposition to prospects and customers
• Experience with meeting goals and objectives
• Excellent presentation skills, verbal and written communication skills, and interpersonal skills
• Proficient in using Microsoft Office Suite applications
• Highly organized and attentive to detail
• Training will be provided; however any advance experience in Salesforce and Oracle’s Siebel is a plus
• Bilingual in French is a plus

Hexagon's Safety, Infrastructure & Geospatial is an equal opportunity employer, as such, please let us know if you require special accommodations during the selection & recruitment process and we will be happy to accommodate.