Software Customer Support Specialist

at  Pandell An ESG Company

Do you know (have) what it takes to deliver an extraordinary customer experience? We’re looking for a Customer 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:

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 development teams, practical service specialists, and customer support crews are united in a single purpose: we’re Crafting the Future of Energy Software.

• 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