Customer Support Specialist

Description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments “Connect and Simplify Municipal Information to help make data informed decisions.” We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What we Offer

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.

This opportunity is based at Catalis’ office in Old Strathcona (Edmonton, Alberta). 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!

The Opportunity

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.

What you Will do

• 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.

Requirements

What you Will Need to Succeed

• 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.
• Salesforce Service experience a plus
• 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.

This job description is not designed to be a complete list of all activities required to be successful in the above position. Catalis retains the right to change or assign other activities to this position.

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.