Applications Support Representative

Overview

Applications Support Representative

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 2 nd tier Core Support as required
• Issue service notifications
• Identification of mass impact events
  
  

Qualifications

Must Have:

• Technical Diploma or Degree (i.e. Technology related) in Geomatics or Electrical Engineering
• Experience working directly with customers, preferably in the delivery of support or services
• English fluency with excellent verbal and written skills
  
  

Key Success Factors:

• Exceptional interpersonal skills and ability to get along with others
• 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
  
  

Not sure if you meet all the qualifications for this role? Let us decide! At Hexagon, we are committed to a diverse and inclusive work environment. If you’re excited about the opportunities this role could bring, we encourage you to apply. I f you have any questions about the role or our company, please email our team at [email protected] and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.

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 24,000 people in 50 countries on the leading edge of your field.