Data Solutions Support Specialist

The Position As a Data Solutions Support Specialist, you are a Level 2 Subject Matter Expert and key member of our best-in-class Global Support Team, serving as both a first and second point of contact for customers around the world. You will provide hands-on technical support, ensuring customer inquiries are resolved professionally, efficiently, and in a timely manner. You may also support regional Sales and Technical teams with customer implementations, onboarding, and training activities. Our Support Team plays a critical role in our customers' success and is strategically important to the future growth of the business. We are committed to building a best-of-class support organization that can scale effectively while delivering exceptional customer experiences. In this role, you will have the opportunity to: · Deliver exceptional customer support by responding to inquiries via email, phone, and remote sessions, prioritizing and triaging requests, tracking open tickets, and ensuring timely and satisfactory resolution. · Support customer onboarding, training, and implementation activities by developing training content, assisting with virtual and in-person onboarding sessions, and providing deployment assistance to the Data Solutions team. · Contribute to the creation and maintenance of self-help resources, including quick-start guides, learning paths, on-demand training materials, and knowledge base content using Knowledge-Centered Support (KCS) principles. · Collaborate with Technical Support, Sales, Development, and Data Solutions teams to deliver effective customer outcomes and maintain agreed service levels for both customers and internal stakeholders. · Identify opportunities to improve processes, design and champion solutions, and contribute to preventative measures when gaps in processes, policies, or standards are identified. · Help establish, improve, and maintain scalable global support resources and cross-functional processes that enable high-quality, cost-effective service delivery. · Act as a technical subject matter expert, contributing knowledge, best practices, and continuous improvement initiatives that enhance customer experience and operational effectiveness. · Collaborate closely with Data Solutions Support Specialists, the Technical Support Manager, Support teams (Tiers 1, 2, and 3), Development teams, and Sales teams to deliver exceptional customer outcomes. To be successful in this role, you should have: · Minimum 3 years of experience in progressive customer support roles, with experience in data management. · Post-secondary education in Data Management, Computer Science, or related discipline. · Strong technical aptitude and computer literacy, including experience with database management applications, Microsoft Office (particularly Excel and Access), SQL, MongoDB, Postman, browser developer tools, and reporting platforms such as Power BI and Pentaho · A strong interest in data process automation and leveraging technology to improve business efficiency and customer outcomes. · Experience working with geological datasets and/or 1–2 years of experience in the exploration and mining industry is considered an asset · Excellent analytical, troubleshooting, and problem-solving skills, with the ability to quickly identify issues and implement effective solutions. · Fluency in Spanish and/or Portuguese would be considered an asset. · Strong organizational skills, with the ability to manage multiple priorities, work under tight deadlines, and remain effective in a fast-paced environment · Exceptional verbal and written communication skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences. · Strong customer service, relationship-building skills with the ability to work collaboratively with internal and external stakeholders. Additional Information This is a hybrid role based in our Toronto, ON office, with an expectation of working three days per week in the office and two days remotely. Candidates based in Calgary and Vancouver will also be considered. #LI-SS1