Client Care Senior Specialist – Calgary

Position Summary:

This is an opportunity for a growth-focused individual to join our hi-tech, hi-touch world-class organization, based in Calgary. As a Client Care Senior Specialist, you will work as part of a highly effective, close-knit team with a reputation for providing exceptionally high standards of client support and technical services.

The successful candidate for this position will demonstrate an affinity for rapid, high quality issue resolution in a fast-paced technical environment. An ideal candidate will demonstrate a strong passion for customer satisfaction and a willingness to build their technical and business skills as well as previous experience supporting or using a world-class upstream Oil & Gas software solution.

Responsibilities Include:

  • Ensure our clients receive fast and accurate product support. Initially, the focus will be supporting our Value Navigator and enersight products, with opportunity for expansion to our other products.
  • Respond to and resolve client incidents via telephone, WebEx, Skype for Business, with end to end responsibility
  • Follow technical support practices in the areas of quality, knowledge centered support and resolution timeframes while continuing to investigate new innovative ways for improving processes
  • Review weekly quality assurance reports of escalated issues to identify knowledge gaps and to improve the customer experience
  • Build client relationships and lead multi-level conversations within an organization
  • Conduct client site visits to resolve complex issues and to illustrate workflow improvements
  • Be the escalation point for more complex business and technical client questions
  • Contribute to and conduct internal and external training for product and specialty learning, including video production
  • Contribute to client facing events such as User Groups and our annual UP Conference

Key Competencies:

  • Service oriented, team centered attitude
  • Strong technical skills, with an ability to think through details and methodically troubleshoot client problems
  • Excellent verbal and written communication skills facilitating communication across all ability levels and at all levels of management including C Suite, both internally and at the client site
  • Strong listening skills
  • A sense of urgency about solving problems and attaining favorable results
  • Excellent organizational skills and the flexibility to manage multiple priorities
  • Ability to work effectively with cross-functional teams and global teams
  • Ability to set achievable goals and deadlines and maintain commitment to achieving goals in the face of obstacles and frustrations

Qualifications:

  • University Degree, preferably B.Sc. in Engineering, Computer Science or Business
  • 7+ years professional experience in a Software Helpdesk environment and/or 5+ years in an Upstream Oil & Gas technical role
  • Working knowledge of ValNav or enersight is desirable
  • Proficient in Microsoft Office products