Customer Support Specialist

Catalis Holdco Inc • Edmonton, AB

45d • Onsite

About The Position

As a Customer Support Specialist, you will be the first point of contact for customers experiencing technical issues, providing prompt and professional support. You will address basic troubleshooting tasks, resolve straightforward inquiries, and efficiently escalate more complex issues to specialized teams, ensuring a seamless user experience. Your role is critical in delivering initial assistance and ensuring issues are handled swiftly and effectively.

This is an onsite position working out of our Edmonton office Monday through Friday.

Requirements

• High school diploma or equivalent work-related experience.
• Basic knowledge of Microsoft Windows and Microsoft programs such as Word, Excel, etc.
• 1-2 years of call center or technical support experience.
• Strong attention to quality processes and detailed work
• Strong communication skills and the ability to work independently
• Ability to interact effectively both verbally and written with clients and team members
• Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check.

Nice To Haves

• Salesforce Service experience a plus

Responsibilities

• Customer Support: Respond promptly to inbound inquiries via phone, email, or chat, assisting with software-related issues or service requests.
• Incident Logging: Accurately document and categorize reported issues in the ticketing system, ensuring clear tracking and easy access for future reference.
• Basic Troubleshooting: Resolve common technical issues, such as password resets, software installations, and hardware connectivity problems, ensuring quick and effective solutions.
• Escalation: Identify more complex issues and escalate them to higher-level support teams (Level 1, Level 2, or specialized technicians) for further investigation and resolution.
• Knowledge Base Management: Utilize and contribute to the knowledge base or FAQ repository, ensuring that common issues are addressed with accurate, up-to-date solutions.
• Customer Communication: Maintain proactive communication with customers, providing timely updates on issue status and outlining next steps for resolution.

Benefits

• Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada.
• We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits.
• We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business.
• We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.
• Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees