Software Product Support Specialist

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!

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
.

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.

• 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 environment
• 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

• 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. Hub Spot

• 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

• At least 4 years of experience in a software customer service-based role

Highlights of the extras:

• 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.