We are currently seeking a Customer Experience Specialist.

As an UrtheCast Customer Experience Specialist, you will provide support through many different channels of communication including, but not limited to, support ticketing/chat, email, phone, and social media such as Twitter.

KEY RESPONSIBILTIES:

• Monitor various support channels (emails, tickets, phone, social media)
• Provide frontline and API-level support for UrtheCast customers and developers
• Resolve customer issues and identifies potential problems for escalation
• Provide customer training and developer onboarding
• Interface with Customer Experience, Web Development, Sales, Operations, and Accounting departments as needed
• Support associated sales activities from opportunity capture to project execution
• Provide feedback in status meetings that contribute to sales planning and response
• Participate in regular Customer Experience, Web Development, and Sales meetings
• Provide regular activity reports
• Support sales, support, and marketing events
• Other duties as assigned
• Provides customer training and developer on-boarding

EDUCATION & EXPERIENCE:

• Bachelors degree in Earth Science or similar field or equivalent experience (appropriate relevant work experience may substitute for educational requirement)
• Two years’ experience in a customer support function
• Experience in a SaaS support environment

KNOWLEDGE, SKILLS, and ABILITIES:

• A+ attitude and enthusiasm, bonus if you're into Space!
• Strong verbal and written communication skills
• Technical knowledge of API's and programming ideal
• Strong problem solving and time management skills
• Ability to work with minimal supervision in a team environment
• Good working knowledge of world geography
• General understanding of remote sensing, GIS, and cartography
• Proficiency in Mac OS and Microsoft Windows
• Proficiency in CRM & support ticketing systems
• Secondary language skills preferred

WORK ENVIRONMENT:

• Fast-paced, open, collaborative, constantly evolving and fun
• Daytime with potential for weekend, evening, holiday hours

What can we offer you?

• Competitive compensation, full benefits and flexible time off
• Great work environment, team and office location right over the water in the new Vancouver Convention Centre
• Great lunch programs will provide you with an opportunity to learn and socialize, and our Friday afternoons will set the right mood for the weekend
• Free gym membership