Customer Support Specialist

Position Overview

At Calian, we are proud to help our customers succeed by delivering exceptional service and innovative solutions. We are looking for a Customer Support Specialist who shares our commitment to quality, teamwork, and customer care.

In this role, you will be a trusted resource for dealers, installers, and end users, helping them troubleshoot technical issues, navigate our products, and get the most from their investment. You will work closely with a collaborative team, combining your problem-solving skills with your ability to connect with people and make every interaction a positive one.

If you enjoy solving challenges, building relationships, and being part of a team that values your contributions, we would love to welcome you to Calian.

Responsibilities

• Communicate with customers (internal and external) via phone and email to resolve technical concerns.
• Diagnose and troubleshoot software and hardware issues, including account setups, installations, product performance, billing, and mobile app usage.
• Guide customers step-by-step through solutions until issues are resolved, escalating complex matters when necessary.
• Log all customer interactions and technical details in the CRM system.
• Escalate unresolved cases to internal teams such as Development, Product, and Engineering to support resolution.
• Stay current on product knowledge, services, and support procedures, and contribute to internal documentation updates.
• Provide feedback on product usability and customer pain points.
• Track issues through to resolution within established timelines.
• Perform other duties as required within the scope of the role.

Qualifications

• Minimum 2+ years of customer service experience, ideally in a retail or technical support environment.
• Excellent customer service, communication, and problem-solving skills.
• Ability to prioritize and manage multiple issues based on severity and impact.
• Strong relationship-building skills to foster customer satisfaction.
• Knowledge of SQL is an asset.
• Experience in the agriculture industry and/or installing grain bins or monitoring systems is an asset.

Additional Requirements

• Customer Service: Skilled at identifying and responding to customer needs to optimize satisfaction.
• Problem Solving: Able to apply logic and reasoning to identify solutions, using advanced analytical tools when needed.
• Effective Communication: Communicates clearly, adapting style to various audiences for mutual understanding.
• Teamwork: Works collaboratively to achieve shared goals.
• Attention to Detail: Maintains accuracy in documentation and communication.