Hexagon Looking for Applications Support Representative at Calgary, AB Full Time

We are looking for an Applications Support Representative to join a global engineering and manufacturing leader in tech that does cool stuff that matters. Reporting to the 24/7 Customer Support Manager, the position will an integral part of the newly formed 24/7 support team, which specialise in front line support. The successful candidate will take part in shifts, being 12hrs, on a 4 day on 4 day off rotation. If you thrive on providing high quality customer support, this role could be for you.

The Company: Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector and mobility applications. You’ll be joining over 22,000 people in 50 countries on the leading edge of your field.

This position is with Hexagon’s Autonomy & Positioning division, a global technology leader, pioneering end-to-end solutions industry leaders rely on for assured positioning and autonomy on land, sea and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy. Within the Autonomy & Positioning division your work will contribute to the operation of our brand(s) NovAtel, AutonomouStuff, VERIPOS and Antcom.

The Location: Hexagon is a global company with locations around the world. This position is based in Calgary, AB.

Responsibilities:
As an Applications Support Representative, you will:
Answer incoming calls and emails from the world-wide customer base looking for system, product and/or application support

Complete case logging activities in our case management system

Interact with customers to review and prioritise support cases as per SLA’s whilst setting customer expectations

Solve customer inquiries and requests that have known solutions

Use your basic understanding of our highly technical GNSS products to triage and assign incoming cases

Escalate support cases to 2nd tier Core Support as required

Issue service notifications

Identification of mass impact events

Qualifications:
Must Have:
Technical Diploma (i.e. Technology related)

Experience working directly with customers, preferably in the delivery of support or services

Exceptional interpersonal skills and ability to get along with others

English fluency with excellent verbal and written skills

Key Success Factors:
High attention to detail and highly organised

Strong multitasker with keen ability to prioritise

Outgoing and energetic with exceptional people skills

Comfortable working individually but know when to ask for help

Work well in a collaborative environment

Nice to Have:
2+ years experience working in a highly Technical Support capacity

Frontline support or Helpdesk experience

Basic understanding of GNSS products

Experience with SalesForce as a CRM