Technical Support Specialist - Engineer
Purpose : To provide high value technical support for MineSight software worldwide.
To ensure Hexagon Mining Mine planning software and systems operate effectively at customer mine sites and deliver tangible value to our customers mining operations.
Key responsibilities include :
To provide masterful troubleshooting in order to deliver solutions and answers to clients in the most timely and accurate fashion for MineSight software worldwide.
Adhere to the schedule to support clients ensuring that you are where you are supposed to be so that clients are not left waiting for answers or on hold.
Work collaboratively with other members of the technical support team to serve as primary customer contact for support and enhancements when appropriate.
Taking ownership and responsibility for customer issues, seeing them through to resolution or escalation as required.
To participate in On-Call (after hours) support activities.
To follow the Technical Support team processes, making recommendations for improvements to processes where appropriate to increase the efficiency of the team.
Providing technical leadership in areas of expertise, cross skilling with other project team members to ensure transfer of knowledge and ample coverage of required duties.
Providing FAQ’s and self-service videos as required.
Utilizing relationships developed with customers and other contacts to advise sales team of potential issues affecting customers as well as other services opportunities for Hexagon Mining.
Provide highly effective documentation to the Product Development team and assist in capturing and identifying information about software issues (defects) and requests for enhancements(RFE’s).
Maintain, enhance and adhere to Hexagon Mining case documentation and reporting standards, systems and processes.
Represent Hexagon Mining in a helpful, professional and courteous manner at all times
Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others where appropriate
The position includes the opportunity to provide client training and project assists where the need and skill set matches.
The expectation is that you participate when travel is required, inter country and out of country.
Required Skills :
Bachelor of Science in Engineering required (mining, geo, process, computer etc)
Experience with providing technical support (preferred)
Excellent computer operational and software application knowledge
Advanced proficiency with Microsoft Windows and Office Suite
Ability to form strong relationships with customers and represent the company professionally