Central Support Specialist - Scanning & Reality Capture - oshawa

Central Customer Support Specialist - Reality Capture

Remote, Canada

When an entire city needs to be rendered into a 3D model in-flight, utilities buried deep under soil need to be uncovered, highly complex infrastructure projects need to be implemented and even when crime scene investigation needs to be documented – that’s Leica Geosystems, part of Hexagon. More than 5’000 employees in 33 countries help us develop the latest technologies for Reality Capture, survey and measurement.

We are looking for a Central Customer Support Specialist to assist our customers with technical problems when using our products and services. In this Central Customer Support Specialist role you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

WHAT YOU GET TO DO:

• Answer inbound calls and emails from dealers and customers and troubleshoot technical issues with Leica Reality Capture products
• Identify customers’ needs, clarify information, research issue in the CRM and provide solutions
• Guide customers to available digital documentation to resolve customers technical issues
• Reset my World and Cyclone Cloud account passwords and unlock accounts
• Detailed documentation of call conversations in our CRM database
• Identify and prioritize documentation needs to supplement existing knowledgebase articles
• Field calls and assign reality capture issues to 2nd Level Support when needed

OUR IDEAL CANDIDATE:

• Experience with Leica Reality Capture products
• Strong verbal and written communication skills
• Ability to set priorities and manage time effectively
• Meet personal/team qualitative and quantitative targets
• Manage frequent inbound and outbound calls in a timely manner
• Knowledge of computer software and office systems
• Dedication to customer satisfaction
• Energetic, self-motivated, and able to prioritize workload
• Ability to multitask and strong time management and organizational skills
• Ability to work in established team environment
• Bachelor’s or associate degree

Beneficial Experience

• Additional geospatial positioning experience with Leica Survey or construction products
• Previous experience in a customer support role
• Familiarity with CRM systems and practices

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to disability, veteran status, or any other characteristic protected by applicable law. We comply with Section 503 of the Rehabilitation Act and VEVRAA requirements.

At Hexagon, we believe that diversity of thought, background, and experience makes us stronger. Our people’s passion, creativity, and dedication drive our success, and we strive to be the place where talented individuals want to grow and do their best work. At Hexagon Geosystems, our energy and engagement are reflected in our commitment to innovation, integrity, and excellence. Here, you will find opportunities to develop professionally, take on new challenges, and be part of a collaborative culture that values both independent thinking and teamwork.