Saas Support Advisor Jobs

Position: SaaS Software Support Advisor

Location: Remote, Canada

Status: Full-time, Permanent

Reporting Manager: Client Success Manager, ALS GoldSpot Discoveries Ltd.

ALS GoldSpot Discoveries is revolutionizing the subsurface exploration business by utilizing artificial intelligence and modern computation approaches to target on a regional and localized scale. Our mission is to enable future resource development by breaking down exploration barriers with data-driven science, artificial intelligence, and machine learning. We are disrupting the current resource exploration pipeline by providing the industry with more accurate data and analysis in a fraction of the time.

About the Position

The Software Support Advisor role is pivotal in ensuring exceptional customer service and the smooth operation of our technical and software sales. This role involves managing client inquiries through our CRM and software Support Ticketing systems, assisting with software licensing issues, and coordinating with our team of experts to deliver solutions. The ideal candidate will have a fundamental understanding of geological software and SaaS solutions, the ability to quickly learn and use a variety of support systems, excellent communication skills, and a meticulous well-organized approach to their work.

Specific Responsibilities

• Log all customer interactions into our CRM, ensuring all information is accurate and up-to-date;
• Add items to the development backlog as needed;
• Direct customers to relevant experts within our team based on the nature of the inquiry;
• Ensure customers are kept informed of the status of their inquiries, escalating issues when necessary;
• Monitor and manage an email box for incoming client requests, responding in a timely and professional manner;
• Contribute to the development of support resources, such as FAQs and tutorials.
• Collaborate closely with other team members to provide comprehensive support and improve customer satisfaction;
• Help manage software license requests and troubleshoot licensing issues;

Required Knowledge, Skills & Abilities

• Excellent interpersonal skills, with the ability to interact positively with clients;
• Proficiency in CRM systems and understanding of their role in managing customer relationships;
• Strong problem-solving skills and ability to handle issues diligently;
• Strong Microsoft Office skills.
• Attention to detail and a high level of accuracy in work;
• Ability to prioritize tasks effectively and work independently;
• Proficiency in software support ticketing systems and understanding of their role in managing customer relationships;
• Prompt and effective email and virtual communication skills;
• Experience in a customer support role, preferably within the software or SaaS industry;
• Knowledge of geological software products and their application;

Required Qualifications

• Bachelor’s degree in Geology, Computer Science, IT or a related field, or equivalent work experience;
• Strong communication, problem-solving, and interpersonal skills;
• Strong computer literacy, including experience with Microsoft Office and CRM systems.
• Proficient in French and English, both written and verbal;
• Experience with software support, preferably in a geological context;

Goals of this position

• Efficiently handle and resolve client inquiries, minimizing the turnaround time for client requests;
• Provide excellent customer service, aiming for high client satisfaction and client retention rates;
• Contribute to the continuous improvement of the support process, finding ways to streamline our operations and enhance the client experience.

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the different strengths and perspectives of each employee are both recognized and valued. We therefore encourage applications from all individuals; particularly women, First Nations, people with disabilities, and visible minorities.

ALS also welcomes applications from people with all levels of ability. Accommodations are available on request for candidates taking part in all aspects of the selection process.