Service Support Lead

We are seeking a detail-oriented and proactive Service Support Lead to join our dynamic team. In this role, you will be responsible for providing technical assistance and customer support for our software products, with a specific focus on advanced learning and technical support. The ideal candidate will have a strong background in software development, excellent problem-solving skills, and the ability to work directly with customers to address their needs and resolve technical issues. Your expertise will be key in ensuring smooth operations and optimal user experiences for our clients.

Key Responsibilities

Customer Support:

• Provide high-quality customer support by addressing inquiries, resolving issues, and delivering effective solutions in a timely manner.
• Serve as the primary point of contact for escalated customer issues and ensure prompt resolution.
• Foster positive customer relationships through proactive communication and a solutions-oriented approach.
  
  

Implementation

• Lead the implementation process for new clients or software releases, ensuring successful and seamless setup.
• Collaborate with customers to understand their needs, customize solutions, and manage expectations during the implementation phase.
• Work closely with cross-functional teams to ensure successful delivery of software implementations.
  
  

Training

• Develop and deliver training sessions for customers on product usage, best practices, and troubleshooting.
• Create and maintain training materials, including manuals, videos, and presentations.
• Conduct onboarding sessions for new clients and provide ongoing training to ensure clients maximize product use.
  
  

Software Troubleshooting

• Diagnose and resolve software issues reported by customers, including technical support and product bugs.
• Collaborate with the development team to escalate unresolved technical issues and contribute to issue resolution.
• Use troubleshooting tools and techniques to diagnose system errors, software bugs, and performance problems.
  
  

Documentation

• Maintain up-to-date documentation for both internal and customer-facing purposes, including FAQs, knowledge base articles, troubleshooting guides, and implementation procedures.
• Ensure documentation is clear, accessible, and comprehensive, allowing customers and support staff to resolve issues independently.
  
  

Collaboration

• Work closely with product, sales, and engineering teams to provide feedback, share customer insights, and influence product improvements.
• Actively participate in team meetings, sharing knowledge and best practices to improve overall support operations.
• Collaborate on internal projects to improve support workflows, tools, and communication channels.
  
  

Product Support

• Become a subject matter expert on the product to provide detailed, knowledgeable support to customers.
• Monitor and assess product performance and identify areas where improvements or adjustments are necessary.
• Liaise with product teams to communicate client feedback and ensure the product meets customer needs.
  
  

Continuous Improvement

• Analyze support metrics and feedback to identify trends and areas for process improvement.
• Drive initiatives to improve customer satisfaction, enhance the efficiency of support processes, and reduce response times.
• Stay current on product updates, industry trends, and new support technologies to ensure best practices are followed.
  
  

What You Bring

• 3+ Years Experience in Software Development: Solid understanding of software systems, development processes, and troubleshooting techniques. Must be highly proficient and very comfortable with computers and software solutions, in general.
• 3+ Years Experience in Customer Interaction: Proven experience in working directly with customers, with the ability to communicate technical concepts clearly and effectively to both technical and non-technical users.
• GIS and Environmental Data Management Experience: Practical knowledge of Geographic Information Systems (GIS) technologies, including data management, mapping, and spatial analysis, as well as familiarity with environmental data management systems.
• Problem Solving: Strong analytical and problem-solving skills, with a track record of resolving complex technical issues in a timely and efficient manner.
• Environmental Science or Comparable Sciences Background: A background in environmental sciences, natural sciences, or a related field is considered an asset, as it will help in understanding the context of the software’s application in environmental and regulatory contexts. Familiarity with environmental regulations in Canada, particularly those related to contaminated site regulatory frameworks and environmental monitoring.
  
  

Other Skills And Competencies

• Technical Proficiency: Strong technical troubleshooting skills and experience with software support in a customer-facing role.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical information in an accessible way.
• Leadership Skills: Ability to inspire, motivate, support and develop people. Think critically about problems and take responsibility for decisions, actions and outcomes, and hold other accountable in a fair manner.
• Customer Focus: Strong customer service orientation with a commitment to resolving issues efficiently and effectively.
• Attention to Detail: Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment while maintaining accuracy.
• Team Collaboration: Ability to work well in a team environment and collaborate with developers, project managers, and other stakeholders.
• Adaptability: Ability to learn new technologies quickly and adapt to changes in the software or customer requirements.
  
  

About IntelleKt-EIG Inc.

IntelleKt-EIG Inc. is a subsidiary company of Millennium EMS Solutions Ltd. founded in 2024. IntelleKt develops software to support clients with their environmental information governance. IntelleKt gathers client’s environmental data with advance technologies to demonstrate compliance, monitor risk, improve portfolio performance and to ultimately ensure environmental compliance throughout an asset's lifecycle.

Why Choose IntelleKt?

IntelleKt Believes In Supporting Employees In Achieving Their Career Goals While Maintaining a Healthy Work-life Balance. In Addition To Rewarding Job Opportunities, We Offer An Attractive Employee Package, Including

• Competitive salaries
• Comprehensive benefits package including flex benefits for extended health care, dental care, vision, life insurance, short term disability insurance, long term disability insurance, critical illness insurance and accidental death and dismemberment insurance
• Employee share-ownership plan
• Group RRSP matching plans
• Employee wellness programs
• Flexible hours
• Career development planning
• Compensation for subscription and accreditation fees
  
  

Equal Opportunity Statement

IntelleKt practices equal opportunity and fair hiring practices when filling positions and will hire the most qualified individuals based on their knowledge, skills, abilities and other competencies. IntelleKt has adopted this philosophy to ensure all employees, and potential candidates are considered for employment opportunities through a consistent, fair and barrier-free approach.

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