Applications Support Representative

Hexagon • Calgary, AB

11d • Onsite

About The Position

Hexagon’s Autonomous Solutions division is looking for an Applications Support Representative to join our team in Calgary, AB. Reporting to the Team Lead, North America Customer Support, this role will be an integral part of a 24/7 frontline support team, providing technical and application support to customers worldwide while helping deliver an exceptional customer experience. This position is based in Calgary, AB. 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. Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous, ensuring a scalable, sustainable future.

Requirements

• Technical diploma or degree in Geomatics Engineering, Electrical Engineering, or a related technology discipline.
• Experience working directly with customers, preferably in a support or service delivery environment.
• Excellent verbal and written English communication skills.
• Ability to work 12-hour shifts on a 4-day-on, 4-day-off rotation, including overnight shifts, evenings, weekends and holidays

Nice To Haves

• 2+ years of experience in a highly technical support environment.
• Frontline support or helpdesk experience.
• Basic understanding of GNSS products and applications.
• Experience using Salesforce or a similar CRM platform.

Responsibilities

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree