Customer Service Specialist
Calian Group
Date: 12 hours ago
City: Regina, SK
Contract type: Full time

Position Overview
At Calian, we are proud to help our customers succeed by delivering exceptional service and innovative solutions. We are looking for a Customer Support Specialist who shares our commitment to quality, teamwork, and customer care.
In this role, you will be a trusted resource for dealers, installers, and end users, helping them troubleshoot technical issues, navigate our products, and get the most from their investment. You will work closely with a collaborative team, combining your problem-solving skills with your ability to connect with people and make every interaction a positive one.
If you enjoy solving challenges, building relationships, and being part of a team that values your contributions, we would love to welcome you to Calian.
Responsibilities
At Calian, we are proud to help our customers succeed by delivering exceptional service and innovative solutions. We are looking for a Customer Support Specialist who shares our commitment to quality, teamwork, and customer care.
In this role, you will be a trusted resource for dealers, installers, and end users, helping them troubleshoot technical issues, navigate our products, and get the most from their investment. You will work closely with a collaborative team, combining your problem-solving skills with your ability to connect with people and make every interaction a positive one.
If you enjoy solving challenges, building relationships, and being part of a team that values your contributions, we would love to welcome you to Calian.
Responsibilities
- Communicate with customers (internal and external) via phone and email to resolve technical concerns.
- Diagnose and troubleshoot software and hardware issues, including account setups, installations, product performance, billing, and mobile app usage.
- Guide customers step-by-step through solutions until issues are resolved, escalating complex matters when necessary.
- Log all customer interactions and technical details in the CRM system.
- Escalate unresolved cases to internal teams such as Development, Product, and Engineering to support resolution.
- Stay current on product knowledge, services, and support procedures, and contribute to internal documentation updates.
- Provide feedback on product usability and customer pain points.
- Track issues through to resolution within established timelines.
- Perform other duties as required within the scope of the role.
- Minimum 2+ years of customer service experience, ideally in a retail or technical support environment.
- Excellent customer service, communication, and problem-solving skills.
- Ability to prioritize and manage multiple issues based on severity and impact.
- Strong relationship-building skills to foster customer satisfaction.
- Knowledge of SQL is an asset.
- Experience in the agriculture industry and/or installing grain bins or monitoring systems is an asset.
- Customer Service: Skilled at identifying and responding to customer needs to optimize satisfaction.
- Problem Solving: Able to apply logic and reasoning to identify solutions, using advanced analytical tools when needed.
- Effective Communication: Communicates clearly, adapting style to various audiences for mutual understanding.
- Teamwork: Works collaboratively to achieve shared goals.
- Attention to Detail: Maintains accuracy in documentation and communication.
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