Technical Product Support Representative

Overview 

The Technical Product Support Representative will act as one of the primary points of contact for customer inquiries and manage day-to-day customer contacts.  He/She will diagnose and resolve complex problems received through the customer portal.  Interfacing with other exactEarth technical and sales representatives, he/she will work to determine the exact nature of the problems and offer resolutions of the reported issues or questions.  This role will include involvement in the development, contribution, and communication of more technical inquiries as well as accurate documentation of the procedures required to troubleshoot the customer questions.

RESPONSIBILITIES:

• Provide technical support to exactEarth customers as it relates to products and services delivered by exactEarth
• Using your experience with ArcGIS or other geospatial tools, troubleshoot issues and/or deliver customized reports for customer inquiries
• When applicable, use any programming experience to automate workflows or analyze database content based on internally generated queries for non-standard requests
• Develop and document knowledge solutions, instructions, and training support for internal and external use
• Complete problem determination and information gathering while working closely with escalation points to ensure that all user needs are met in a timely manner and documented in ticket management tool (Zendesk)
• Act as a liaison between the technical and sales contacts, and customer for technical and subscription related issues
• Assist with the generation of weekly or monthly reporting requirements

REQUIRED SKILLS, KNOWLEDGE AND CHARACTERISTICS

• Experience in a customer support role specializing in data services, software and/or geospatial toolsets and supporting SaaS installed software solutions
• Exhibit solid analytical, troubleshooting and decision making skills
• Strong customer service skills demonstrating customer satisfaction and problem resolution
• Excellent written and verbal communication skills
• Experience with ArcGIS (mainly creating and editing Shapefiles, adding WMS/WFS, using basic spatial analysis tools) or other geospatial applications
• Possess active listening skills to be used to interpret a customer's inquiry and to diffuse a potentially tense customer situation
• Possess exceptional time management and interpersonal skills
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• Willingness to grow your skill set by learning additional applications and attending ongoing training. Stretching your skills will prepare you for future opportunities such a department projects, leadership within the department or positions in other ares of our company
• Beginner/Intermediate experience with a programming language, preferably Python
• Attention to detail and a sense of ownership over the quality of the delivered product/service
• Ability to write prompt, professional emails to customers with proficiency in MS Office Tools

KNOWLEDGE AND EXPERIENCE

• 1-3 years experience in technical support with a customer facing element

Location

Cambridge, Ontario, CANADA 

Position Status

Full-time Permanent

Reporting to Manager, Customer Support

 

exactEarth is an equal opportunity employer and encourages applications from all qualified individuals.  Upon individual request, exactEarth will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.