Applications Support Representative
Job Location:
Monthly Salary:
Posted:
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Job Summary
Hexagons Autonomous Solutions division is looking for an Applications Support Representative to join our team in Calgary AB. Reporting to the Team Lead North America Customer Support this role will be an integral part of a 24/7 frontline support team providing technical and application support to customers worldwide while helping deliver an exceptional customer experience.
The Location:This position is based in Calgary AB.
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. Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous ensuring a scalable sustainable future.
AsApplications Support Representativeyou will be responsible for these activities:
- Answer incoming calls and emails from customers worldwide seeking system product and application support.
- Complete case logging activities within the customer case management system.
- Review prioritize and manage support cases in accordance with established service level agreements while setting customer expectations.
- Resolve customer inquiries and requests with known solutions.
- Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
- Escalate support cases to second-tier support teams when required.
- Issue service notifications and communicate critical updates.
- Identify and respond to mass-impact events affecting customers.
Must Have:
- Technical diploma or degree in Geomatics Engineering Electrical Engineering or a related technology discipline.
- Experience working directly with customers preferably in a support or service delivery environment.
- Excellent verbal and written English communication skills.
- Ability to work 12-hour shifts on a 4-day-on 4-day-off rotation including overnight shifts evenings weekends and holidays
Nice To Have:
- 2 years of experience in a highly technical support environment.
- Frontline support or helpdesk experience.
- Basic understanding of GNSS products and applications.
- Experience using Salesforce or a similar CRM platform.
Key Success Factors:
- Exceptional interpersonal skills and the ability to work effectively with others.
- Strong attention to detail and excellent organizational skills.
- Ability to manage multiple priorities and tasks simultaneously.
- Energetic and customer-focused approach with outstanding people skills.
- Comfortable working independently while recognizing when to seek assistance.
- Strong collaboration skills and ability to contribute positively within a team environment.
Not sure if you meetall the qualifications for this role Let us decide! At Hexagon we are committed to a diverse and inclusive work youre excited about the opportunities this role could bring we encourage you to apply. If you have any questions about the role or our company please email our team at and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.
Required Experience:
Unclear Seniority
