Overview Do you know (have) what it takes to deliver an extraordinary customer experience? We're looking for a Product 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 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 .
About Our Product Support Team Pandell-ESG's Product Service team is a highly motivated, fast-moving team responsible for supporting our suite of 12+ products. 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 setting
Intuition for finding multiple ways to solve complex problems
Resourcefulness in identifying alternative approaches when obstacles are encountered
Experience supporting and/or working with multiple software applications
An eye for problem solving and an empathetic ear for listening
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:
What 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
A fun and engaging culture, with virtual and in-person social events, learning opportunities, and a games room and lounge
A wellness budget to support your version of wellbeing
Join us and be part of something EPIC
Apply today and let's Craft the Future of Energy Software together.

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📌 Software Product Support Specialist (Alberta)
🏢 Pandell, an ESG
📍 Alberta