About the job

Overview

Hexagon’s Autonomous Solutions division is looking for an Applications Support Representative to join our team in Calgary, AB. Reporting to the Team Lead, North America Customer Support, this role will be an integral part of a 24/7 frontline support team, providing technical and application support to customers worldwide while helping deliver an exceptional customer experience.

The Location: This position is based in Calgary, AB.

The Company: Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous, ensuring a scalable, sustainable future.

Responsibilities

As Applications Support Representative you will be responsible for these activities:

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers