Job Title

Central Customer Support Specialist - Reality CaptureRemote, CanadaWhen 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 thats Leica Geosystems, part of Hexagon. More than 5000 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 productsIdentify customers needs, clarify information, research issue in the CRM and provide solutionsGuide customers to available digital documentation to resolve customers technical issuesReset my World and Cyclone Cloud account passwords and unlock accountsDetailed documentation of call conversations in our CRM databaseIdentify and prioritize documentation needs to supplement existing knowledgebase articlesField calls and assign reality capture issues to 2nd Level Support when neededOUR IDEAL CANDIDATE:Experience with Leica Reality Capture productsStrong verbal and written communication skillsAbility to set priorities and manage time effectivelyMeet personal/team qualitative and quantitative targetsManage frequent inbound and outbound calls in a timely mannerKnowledge of computer software and office systemsDedication to customer satisfactionEnergetic, self-motivated, and able to prioritize workloadAbility to multitask and strong time management and organizational skillsAbility to work in established team environmentBachelors or associate degreeBeneficial ExperienceAdditional geospatial positioning experience with Leica Survey or construction productsPrevious experience in a customer support roleFamiliarity with CRM systems and practicesWe 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 peoples 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.