Software Product Support SpecialistPandell, an ESG Company • Calgary, Alberta, Canada
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Software Product Support Specialist
Pandell, an ESG Company
- Calgary, Alberta, Canada
- Calgary, Alberta, Canada
À propos
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.
Be your best at Pandell-ESG:
Picture this: a workplace where what you do actually matters, your voice is heard, and your teammates are some of the smartest, kindest, and funniest people you'll ever meet. That's Pandell-ESG.
We're a fast-moving, high-performing software company filled with talented, purpose-driven individuals. Our culture is challenging, rewarding, and fun. Diversity, equity, and inclusion are part of who we are- we want you to show up as your authentic self, and we'll back you with the trust, tools, and flexibility to do your best work.
About Our Product Support Team:
Grow with the best. Pandell-ESG's Product Service team is a highly motivated, fast-moving team responsible for supporting our suite of 12+ products. As part of the team, 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 dependent environment
Having the intuition for finding multiple ways to solve complex problems
Resourcefulness in identifying alternative approaches when obstacles are encountered
You have supported and or worked with multiple software applications
An eye for problem solving and an empathetic ear for listening
Possess a 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:
At Pandell-ESG, we believe in creating a workplace where you can do your best work while enjoying meaningful projects and a strong sense of belonging. Here's just a few things 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, plus a variety of caffeinated and non-caffeinated drinks to keep you fueled through the day
A fun and engaging culture, with virtual and in-person social events, learning opportunities, and a games room and lounge (we pride ourselves on having something for everyone)
A wellness budget to support your version of wellbeing- however that looks for you
Join us and be part of something EPIC
Apply today and let's Craft the Future of Energy Software together.
Compétences linguistiques
- English
Avis aux utilisateurs
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