vitruvi Hiring for Customer Support Analyst (Help Desk – Calgary or Remote) at Calgary, AB Full Time

Customer Support Analyst

Who we are

We are a team that is transforming the infrastructure construction space through our fully-integrated, cloud-based construction management platform—Vitruvi™. By bringing together the entire value chain, our clients are able to bring fiber to the homes quicker and easier.

At Vitruvi, our vision of contributing to a more connected world extends beyond our software solutions. All of our employees are connected through an indelible set of shared values and we hire the best talent from around the world to join us. We’re looking for people who are passionate about what they do, and excited about working with a team that is committed to delivering a world-class B2B SaaS platform.

About this position

Brace yourself, in this role you will be stretched, challenged, pushed, and grown. Vitruvi is a disruptive solution and our customers are often late adopters when it comes to technology. As a Product Support Analyst at Vitruvi, you will be our expert interface with the customer. Your day will consist of intercepting, triaging, and managing complex customer support requests through the entire process.

About you

You have a passion for customer service. You love helping people and solving problems. You have good communication skills that allow you to work with the customer to understand their problem and be able to communicate that to others within Vitruvi. You have a solid understanding of project management and can use this to guide our users towards maximizing the value of the tools offered with the platform.

Responsibilities

Act as the first point of contact for customer inquiries or issues related to our software

Assist customers if solving technical issues

Address escalation cases

Track and report on issues in our support, product, and development ticket management systems (Zendesk, Jira and Aha!)

Interact with customers on support calls and through email messages

Occasional after hours emergency support

Deliver ad-hoc training and general implementation support to clients on Vitruvi Software

Write/edit software help tools/documents

Support internal teams within Vitruvi

Job Requirements

Minimum Qualifications:
3 years of high-touch customer service experience

Excellent communication, customer service, and interpersonal relations skills – written and oral

Well-developed teamwork skills and a collaborative attitude

Strong problem solving and problem reduction skills

A passion for exploring new software, ability to grasp new concepts and learn quickly

Ability to work independently and to meet scheduled tasks within allocated timelines

Highly detail oriented with the ability to manage and prioritize work flow

Experience in creation and up-keep of customer facing documentation

Preferred Qualifications:
Post secondary education in related field

Education and/or experience in construction project management is an asset

Experience with Jira, Zendesk, or client ticketing platforms is an asset

What we offer

An opportunity to contribute to a leading edge company that is disrupting the least digitized industry on the planet with our utility construction management platform

The chance to make an impact on the way our technology is being developed and going to market

A vibrant, dynamic and fast-paced work environment, where you will be able to grow as we grow

Collaborative and inspiring teams

Work in a Values-Based culture that places Trustworthiness and People at the forefront, built on the philosophy of Servant Leadership

Comprehensive salary and benefits package

Flexibility to set your own way of working and schedule

Fun work environment where we celebrate our successes!