OverviewDo 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 UsAt 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 TeamPandell-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.RequirementsWhat Will Make You An Ideal CandidateExceptional customer service skills and telephone etiquetteSuccessful,



proven experience showing superior communication skills (both written and oral)Ability to set priorities and meet service level targets in a fast-paced, multitask environmentIntuition for finding multiple ways to solve complex problemsResourcefulness in identifying alternative approaches when obstacles are encounteredExperience supporting and/or working with multiple software applicationsAn eye for problem solving and an empathetic ear for listeningStrong internal drive to learn and be accountableTeam player who emphasizes collaboration and is highly motivated, energetic, reliable, and goal-orientedWhat Makes You Extra AwesomeExperience in a support/help desk environmentExperience with Oil & Gas software (preferably Pandell Landworks, Roads/Crossings, JV, AP, etc.)Familiarity with other oil & gas applications (Production) is considered an assetSQL or general database knowledgeFamiliarity with CRM ticketing software e.G. HubSpotWhat You Will DoProvide timely and thorough resolution to customer issues within the support ticket queue and take ownership and re-assign new ticketsDemonstrate judgment and problem-solving abilities when resolving customer issues,



consult internal resources, tools, and guides, to research issues and implement solutionsDevelop a deep understanding of the functional and technical features of our applicationsCoach and mentor customers on best practices for successful use of our softwareParticipate in new version release readiness, including software validationDeliver product training in group or individual settingsMaintain a steady volume of varying ticket types while resolving, and documenting each thoroughlyEstablish rapport with clients/users in order to build trust in our service and softwareProvide customer feedback to the Product Team related to product features, or usabilityWhat You BringAt least 4 years of experience in a software customer service-based roleBenefitsHighlights of the extras:What We OfferWork from home or office flexibility - choose where you work best!Flexible hours to support your work-life balanceCompetitive benefits package, including 100% dental reimbursementRetirement Savings Plan with company matchingTraining budget and career development programs to help keep you sharpFully stocked kitchen at the office with everything from healthy meal options to sweet treatsA fun and engaging culture, with virtual and in-person social events, learning opportunities, and a games room and loungeA wellness budget to support your version of wellbeingJoin us and be part of something EPICApply today and let 's Craft the Future of EnergySoftware together.#J-18808-Ljbffr

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